As illustrated in the opening case for Chapter 10, Boeing lost a lot of control and, therefore, incurred high operating costs for its build out of the 787 Dreamliner because it ________ design and manufacturing.
A. outsourced
B. internalized
C. internationalized
D. on-shored
Answer: A
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According to the dynamic process model, two different types of expectations have opposite effects on perceptions of service quality. One of these is that ________
A) increasing customer expectations of what the firm will deliver improve the perceptions of overall service quality B) increasing customer expectations of what the firm will deliver decrease the perceptions of overall service quality C) decreasing customer expectations of what the firm should deliver decrease the perceptions of overall service quality D) decreasing customer expectations of what the firm will deliver improve the perceptions of overall service quality E) increasing customer expectations of what the firm should deliver improve the perceptions of overall service quality
Dominique, an executive chef in a large hotel, recently attended a training conference sponsored by several top professionals in his field, where he learned numerous ways his restaurant and hotel can better serve customers. Dominique is excited that management asked him to present this information to the hotel staff so that the restaurant and hotel can make needed improvements. Dominique's hotel is a(n) _____ organization.
A. focused B. learning C. evolving D. customer-focused E. 360-degree
The change in total revenue caused by a one-unit change in output is called the
A) marginal profit. B) marginal revenue. C) marginal demand. D) marginal cost.
The two-factor theory relates lower- and higher order needs to ______ attitudes.
A. employee engagement B. perceived organizational support C. organizational commitment D. job satisfaction