Service providers often encounter rude and unreasonable consumers. Services marketing managers can reduce the delivery gap, even for these customers, by

Service providers often encounter rude and unreasonable consumers. Services marketing managers can reduce the delivery gap, even for these customers, by

Service providers often encounter rude and unreasonable consumers. Services marketing managers can reduce the delivery gap, even for these customers, by 



A. empowering consumers.

B. providing support and incentives for their employees.

C. directing zone of tolerance limits for employees.

D. doing effective customer screening.

E. forcing rude customers to use technology.


Answer: B. providing support and incentives for their employees.


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