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RMG 303 (8)

Midterm Review

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Ryerson University
Retail Management
RMG 303
Frances Gunn

In order to manage customer perceptions of waiting, retailers can provide ways for customers to occupy their time while waiting. Which of the following is not a principle behind service design: The customer is always right. Retailers can communicate a unique distinctive service image and positioning through the symbolic cues provided in the servicescape. Boundary spanners may experience emotional labor effects because their roles involve many sources of potential conflict. Its important to isolate and manage the behaviour of jay customers because they cause problems for other customers and employees. When a customer is sensitive to scents, the strong scent of a lush store would make the experience distressing for them. This is because the strong scent is an unpleasant environment for the customer and the increased arousal level makes it distressing. The service profit chain links customer satisfaction and customer loyalty to both revenue growth and profitability. In order to implement their business strategy, service organizations develop internal
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