Empowerment of employees helps address the delivery gap because
A. customers appreciate feeling empowered.
B. it ultimately contributes to employee knowledge and retention.
C. management then doesn't need to devote time and energy to resolving service delivery problems.
D. employees directly involved with the customer can respond effectively at the moment the problem occurs.
E. employees spend less time resolving problems than managers would.
Answer: D
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A) caveat emptor. B) ceteris paribus. C) carpe dieum. D) capex infiniti.
Which of the following regulatory groups is a system of nongovernmental, independent, local regulatory agencies supported by local businesses?
A. The Chamber of Commerce B. The National Advertising Review Board C. The National Advertising Division D. The Better Business Bureau E. American Marketing Association
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In the context of the arguments that have been proposed on how diversity contributes to competitiveness, the cost argument suggests that organizations that learn to cope with diversity will:
A. generally have higher levels of productivity and lower levels of turnover and absenteeism. B. become known among women and minorities as good places to work. C. be able to understand different market segments better than will less diverse organizations. D. generally be more creative and innovative than will less diverse organizations.