Progressive insurance examined insurance from the customer's viewpoint and saw how difficult it was to get an auto claim processed and paid by insurance companies. then the company crafted its service strategy around solving that problem. the company has fleets of claim adjustors on the road every day, ready to rush to the scene of an accident in their territory and provide fast claims processing-sometimes on the spot. the ability of the insurance company to have an adjustor at accident sites so quickly is an example of which of the following service quality dimensions? a. company-defined
b. competitor-focused
c. customer-defined
d. cost-focused
e. service provider-defined

Amanufacturing firm is considering overhauling the existing compensation strategy. currently every front line employee who works on the assembly line earns the same hourly wage. ideally, management would like to institute a new pay system that involves pay-for-performance. which of the following recommendations is both consistent with scientific management's general emphases and generally good advice for management of this firma. the firm should adopt a differential pay system with one pay level for average performance, and a higher level for good performance. b. the firm should adopt a differential pay system, but the firm should modify it from its original design and provide many different levels of pay associated with different performance levels. c. the firm should understand worker psychology and to focus on pay as the key motivator. d. all of the abovee. none of the above