Long-term customer satisfaction, especially in the face of service failures, requires organizations to empower front-line service personnel to identify problems and then provide solutions quickly and an empathetic way
a. True
b. False
Indicate whether the statement is true or false
True
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A manufacturing company applies overhead based on direct labor hours. At the beginning of the year, it estimated that overhead costs would be $720,000 and direct labor hours would be 90,000 . Actual overhead costs incurred were $754,400, and actual direct labor hours were 92,000 . Compute the predetermined overhead rate per direct labor hour
a. $7.83 b. $8.38 c. $8.20 d. $8.00
All of the following are common purposes for managerial communication except ______.
A. to gain information B. to share information C. to achieve status D. to persuade
A form of organization characterized by lateral decision processes, horizontal networks, and a strong corporatewide business philosophy is a ______________ corporation.
Fill in the blank(s) with the appropriate word(s).
Answer the following statement(s) true (T) or false (F)
1. The motivation process is shaped by unsatisfied needs and the resulting tension. It includes tension, drives, and goal-oriented behaviors. 2. Needs motivation theories are generally divided into two categories: content theories and procedure theories. 3. Alderfer’s ERG theory proposed that instead of satisfying needs one step at a time, we can satisfy different levels in any order or even at the same time depending on the circumstances. 4. The need for affiliation within McClelland’s acquired needs theory is the desire to control and influence the behavior of others. 5. Of the six behaviors stated in the textbook that change perceived inequity, an attempt to get to change inputs or outcomes means that employees might try and convince others to reduce or give up other outcomes.