In the VALS framework, consumers who are looking for products and services that demonstrate success to their peers or to a peer group they aspire to are called a(n)
A. ideals-motivated group.
B. self-expression-motivated group.
C. high-and-low-resource group.
D. achievement-motivated group.
E. rewards-and-success-motivated group.
Answer: D
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Which of the following characteristics of groups may lead to groupthink?
A. Too little information available to the group B. Errors in the information available to the group C. Overconfidence D. Disagreements among the members E. Diversity in the group
Matilda often uses silence in her meetings to communicate and control the conversation. For Matilda, silence might be thought of as an extreme form of ______ communication.
A. explicit B. high-context C. ambiguous D. low-context
If a customer is yelling at a CSR, it is acceptable for the CSR to respond in kind.
Answer the following statement true (T) or false (F)
To improve customer service in its overseas call center, Bell Software decided to investigate the call center practices of competing companies. The team discovered that a smaller company, Bumblebee Software Inc., seemed to have outstanding customer service. The team then determined differences between the organizations and developed a plan to incorporate the best elements of Bumblebee into Bell. This illustrates
A. benchmarking. B. forecasting. C. strategic maneuvering. D. cooperative action. E. environmental dynamism.