In the context of retailing decisions for services, which of the following statements is most likely to be associated with improving service delivery?
a. Minimizing the amount of time customers wait in line is a key factor in maintaining the quality of service.
b. Choosing the right distribution channel can increase the times that services are available or add to customer convenience.
c. If service firms don't have the capacity to meet demand, they must turn down some prospective customers.
d. Service firms find it necessary to standardize their quality across different geographic regions to maintain their brand image.
Answer: b. Choosing the right distribution channel can increase the times that services are available or add to customer convenience.