Describe the four common themes identified as sources of customer satisfaction/dissatisfaction in memorable service encounters.
What will be an ideal response?
Recovery - employee response to service delivery system failure; adaptability - employee response to customer needs and requests; spontaneity - unprompted and unsolicited employee actions; coping - employee response to problem customers.
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Which of the following sets of documents are in the correct sequence?
A) Purchase order, check, receiving report B) Purchase requisition, purchase order, invoice C) Purchase requisition, receiving report, purchase order D) Purchase order, purchase requisition, invoice
Promotional objectives and the appeal and executional style of advertising strongly affect the selection of media
Indicate whether the statement is true or false a. True b. False
Which of the following observations concerning "goodwill" is NOT correct?
A. It must be reported as a separate line item in the balance sheet. B. A goodwill impairment loss must be reported as a separate line item within income from continuing operations unless it relates to discontinued operations. C. Once written down, it may be written up for recoveries. D. It must be tested for impairment at least annually.
Which of the following communication approaches is the most likely to be helpful in overcoming cross-cultural communication barriers?
a. Judging others by the quality of their communication b. Speaking slowly and clearly to people c. Speaking English because it is a universal language d. Sticking with the etiquette of your country