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    Question

    Organizations attempt to reduce the inconsistency in the

    delivery of services through:
    A higher incentives to employees for satisfactory performance. Correct Answer Incorrect Answer
    B collaboration Correct Answer Incorrect Answer
    C the reduction of customer contact points in the service delivery process Correct Answer Incorrect Answer
    D standardization and training. Correct Answer Incorrect Answer
    E None of these Correct Answer Incorrect Answer

    Solution

    Whether the service involves tax assistance at H&R Block or guest relations at the Hyatt Regency, organizations attempt to reduce inconsistency through standardization and training.

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