In many service industries, customer-contact employees are
A. valued as the most important employees in the organization.
B. the best-trained employees in the organization.
C. the lowest-paid and least-trained employees.
D. well trained but have high turnover rates.
E. moderately paid personnel with high rates of turnover.
Answer: C
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A(n) ______________________________ cost is one that is directly attributable to the system or the system change
Fill in the blank(s) with correct word
Answer the following statements true (T) or false (F)
1. During the refreezing stage of Lewin's change model, managers should model the change themselves, as well as coach employees and reinforce the desired behaviors. 2. Kotter's change step of anchoring new approaches in the culture corresponds to refreezing in Lewin's model. 3. Kotter's research reveals that management of organizational change is more essential than leadership throughout it. 4. OD focuses specifically on the technology aspects of change.
The doctrine of strict liability holds the manufacturers of a defective product solely liable for injuries caused by that product
Indicate whether the statement is true or false
Word-of-mouth communication about a service may be either personal or nonpersonal, but it is always verbal.
Answer the following statement true (T) or false (F)