Describe assertiveness, and differentiate it from acquiescence and aggression.
What will be an ideal response?
Answers will vary.
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When faced with a business problem, Sally, a young grocery store owner, discusses business problems with Don, the assistant manager and an employee for over 30 years. Sally believes Don "has seen it all" and knows there are few really new ideas; plus the business has done many simple things, such as offering friendly service, to create and maintain a competitive edge. Sally's management style is best described as
A. evidence-based. B. behavioral. C. family style. D. contingency. E. bottom-up
A company would most likely have an unfavorable labor rate variance and a favorable labor efficiency variance if
a. the mix of workers used in the production process was more experienced than the normal mix. b. the mix of workers used in the production process was less experienced than the normal mix. c. workers from another part of the plant were used due to an extra heavy production schedule. d. the purchasing agent acquired very high quality material that resulted in less spoilage.
Which arguments oppose business involvement in socially responsible activities?
a. Lack of corporate focus on profitability. b. Unfairness to company employees and shareholders. c. Lack of accountability. d. All of these.
Effective service recovery efforts can lead to all of the following except
A. increased dependence on technology to prevent future service failures. B. lower levels of satisfaction than prior to the service failures. C. increased customer satisfaction. D. increased purchase intentions. E. increased positive word of mouth.