Question

Service providers often encounter rude and unreasonable consumers. Services marketing managers can reduce the delivery gap, even for these customers, by:___________
a. forcing rude customers to use technology.
b. providing support and incentives for their employees.
c. directing zone of tolerance limits for employees.
d. effective customer screening.
e. empowering consumers.

Answer 1

Answer:

Option B. Providing support and incentives for their employees.

Explanation:

The reason is that if we want to deliver pizza on due time then we will add a right to benefit by $1 for the pizza delivery boy. This will help the company to achieve the target of lower complains from the rude and unreasonable consumers. So the in reality incur additional cost to satisfy these customers needs and this additional costs are mostly paid to employees to deliver the required services by the consumer. So the right option is Option B.