Customer contact refers to creation of the service.
Answer the following statement true (T) or false (F)
False
Customer contact refers to the physical presence of the customer in the system, and creation of the service refers to the work process involved in providing the service itself.
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The four-style communication model described in the text is:
A) increasingly used in training programs B) applicable only to salespeople in the U.S. C) limited in its usefulness in the real world D) the basis for developing customer strategies E) based on research developed in the last decade
Which of the following strands of OD is presently utilized, specifically in mergers and acquisitions?
a. Action research b. Quality and employee involvement c. Organizational culture d. Organizational learning
Of Mintzberg’s five structures, which one is characterized by the use of autonomous divisions comprised of experts that take responsibility for producing specialized products for its market?
a. Professional bureaucracy b. Adhocracy c. Autonomous bureaucracy d. Divisionalized form
Tyrone draws a check payable to "Cash" and presents it to Urban Bank for payment. This instrument is
A. a bearer instrument. B. an order instrument. C. valid but nonnegotiable. D. void.