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Question
Community Trust Bank has always prided itself on the friendliness of its employees. However, the results of a recent mystery shopper study indicated that the bank tellers rarely greeted customers or thanked them after the transaction. As a result, all bank employees that have customer contact are going through a training program to enhance customer service. What unique aspect of services is Community Trust attempting to address?a. heterogeneity
b. perishability
c. intangibility
d. simultaneous production and consumption
e. unfocused targeting
Answer
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