When customers have been surprised by a service outcome that is much better or worse than expected, they tend to look for reasons and their assessments of the reasons can influence their satisfaction. These perceived causes of service success or failure are known as:
A. Perceived disadvantages
B. Blame states
C. Service advantages
D. Service attributions
E. Fairness assessments
Answer: D
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According to your Adler and Proctor textbook, relationships between superiors and subordinates can be placed on a continuum. Explain this continuum.
What will be an ideal response?
When an organization's performance has regular and large swings and individual performance is unclear and hard to measure, the most effective compensation mix is to offer
A. monetary rewards with large incentives. B. a large base pay and low incentive pay. C. a wide range of rewards and significant incentives. D. a base pay with low incentives and a wide array of awards.
Answer the following statement(s) true (T) or false (F)
1. If you wanted to examine the difference between morning shift and evening shift on a job satisfaction survey, you could use a chi-square goodness of fit. 2. If you wanted to predict sales numbers from the number of sick days employees have taken, you could use regression. 3. If you want to compare your sample mean to a population mean, you should always use a z-test. 4. If you want to know “How much does training affect customer satisfaction?”, you are interested in statistical significance. 5. Data mining is your primary tool for analysing data.
All of the following are benefits of using models for decision support EXCEPT
A) it is easier to manipulate a model than a real system. B) you can find out probable outcomes of an action before actually taking it. C) using well-designed models always guarantees you success in implementation. D) the cost of a model is usually much lower than manipulating the system in implementation.