_______ standards are operations standards set by a service firm to correspond to customer expectations.
A) Company-driven
B) Competitor-driven
C) Contact employee-driven
D) Customer-driven
E) Management-defined

Question

Quizplus · Accepted Answer

Customer-driven standards are set to meet or exceed customer expectations. This helps in delivering superior customer service and in turn, increases customer loyalty and retention. Company-driven standards are set by the firm itself, competitor-driven standards are based on industry benchmarks, contact employee-driven standards are set by frontline personnel, and management-defined standards are set by upper management.

_______ Standards Are Operations Standards Set by a Service Firm