Which one below is a tactic for virtual walting offered by Hospltallty management scholars Duncan Dickson, Robert C$.$ Ford, and Bruce Laval?

a$.$ Manage the reality of the actual wait by looking like you are very busy.

b$.$ Manage the perception of the wait by telling jokes to the customer.

c$.$ Make the wait invisible through developing virtual queries, which allow customers to participate in other activities while they wait for an appointed time at their desired activity.

d$.$ Make sure to tell the customer that sometimes things take a bit longer than expected and they need to be patient.

The following company is a great example of Create once$-$and$-$done service:

a$.$ Ritz$-$Carlton Hotels

b$.$ Spirit Airlines

c$.$ Bank of America

d$.$ Motel $8$

Wireless internet available at coffee shops, bookstores and restaurants is an example of:

a$.$ Offering ancillary service

b$.$ Create once$-$and$-$done service

c$.$ Simplifying the product

Studies show that more than of customers stop doing business with a company because of poor access to services and information.

a$.50$ percent

b$.80$ percent

c$.67$ percent

d$.33$ percent