What is the difference between a service standard of "be nice to customers" as
compared to a service standard of "greet every customer, and if possible by name"?
The school Brenda attends has an advising and registration day where students go to a
large hall to sign up for classes. The school Taylor attends assigns each student to an
individual faculty member who advises each student through their course of study.
Taylor's school is most likely emphasizing which of the five dimensions of service
A team of people are brought together to purchase new pews for a church. Father
Andrew has been trying for years to get the church to buy new pews, so he is thrilled.
Mrs. Swanson, Father Andrew's longtime secretary, feels very strongly that the pews
need to be made of maple to match the old pews, and they need to have cushions for the
older people. Everyone is a little afraid of Mrs. Swanson because she manages Father
Andrew closely and no one gets to him without her OK. Mr. Jones called the meeting
and is the chair of the committee, so he will ultimately choose which pews they will
purchase. Mrs. Leverett is the treasurer for the church and does all of the ordering.
Using the six categories of roles within the buying center, state which person is
fulfilling each role.