All of the following are important criteria for creation of appropriate service standards EXCEPT:
A. The standards should cover performance that needs to be improved or maintained
B. The standards should be reactive rather than predictive
C. The standards should be based on behaviors and actions that are very important to customers
D. The standards should be understood and accepted by employees
E. The standards should be challenging, but realistic
Answer: B
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Indicate whether the statement is true or false
This question has two parts; be sure to answer both. First, define attitude and its three components. Next, give an example statement that illustrates each component of attitude for the following situation: You have a much heavier workload than the other three people in your department who have your same job title. You work until 7 p.m. every night, while your three coworkers leave promptly at 5 o'clock.
What will be an ideal response?
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A. psychology B. sociology C. social psychology D. political science
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Answer the following statement true (T) or false (F)