Skills for critical thinking should include ______.
A. biases
B. self-awareness
C. passivity
D. undisciplined thinking
B. self-awareness
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Operational inefficiencies occur because accounts common to many concurrent transactions need to be updated in real time
Indicate whether the statement is true or false
Answer the following statements true (T) or false (F)
1. The zone of tolerance is the allowable minor service failures that still result in a guest’s experience being a positive one. 2. Fixing a service failure before the guest leaves is the best way to diminish the negative impact and prevent the loss of the customer forever. 3. Organizations should not encourage complaints, but once they receive them treat them as opportunities to improve service. 4. The unhappier a customer is about a specific experience, the less likely they are to tell other people and more likely they are to complain to the organization directly to obtain a comp or resolution.
A(n) ________ is a formal statement of a company's values concerning ethics and social issues.
A. law of fairness B. code of ethics C. social covenant D. tying agreement E. ethics ombudsperson
When employees protest working conditions by following the employer's rules "to the letter", they are said to be engaged in a:
A. Boycott B. Corporate campaign C. Work to rule campaign D. Letter campaign