Final answer:
Exceeding expectations about speed of service is indeed a powerful way of building customer loyalty, and it is true that doing so can lead to increased satisfaction. Professionalism and resourcefulness can similarly affect job satisfaction and opportunities internally.
Step-by-step explanation:
The statement that exceeding expectations about the speed of service may be one of the simplest yet most powerful ways of building loyalty is generally considered to be true. Customers often have predefined expectations regarding how quickly they will receive service. When these expectations are not only met but exceeded, it can result in heightened customer satisfaction and loyalty. For instance, if management expects to serve a customer every two minutes, ensuring that service is consistently faster can impress customers and enhance their perception of the business. Furthermore, it is important for employees to remember that exhibiting professionalism and resourcefulness can lead to positive feedback from supervisors, which is analogous to providing exceptional service to an internal customer.
Testing the variation among waiting times with a significance level of 5 percent, involves statistical analysis to test the claim that a single line causes lower variation among waiting times, potentially leading to a more efficient service process and shorter waiting times for customers.