Which of the following is NOT a potential major gap in a gap analysis?
A) the gap between established quality standards and service delivery
B) the gap between expected service and actual service
C) the gap between consumers' personal needs and expected service
D) the gap between consumers' expectations and management's perceptions of those expectations
E) the gap between service quality standards and consumers' expectations
C
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According to the text, which of the following dimensions provide the basis for organizational subdivisions at the secondary, tertiary, and still lower levels?
A. Nationality of management B. Process C. Nature of competition D. Nation in which headquarters is located E. Size of the company
Answer the following statements true (T) or false (F)
1. In low-context cultures, the presentation of ethics codes and formal procedures would be perceived as irrelevant and, therefore, most likely ignored by the audience. 2. Low uncertainty avoidance not only accepts risk and ambiguity but embraces it. 3. Feminine cultures focus on material goods, status, accomplishment, and reward for ambition. 4. For low power distance cultures, accountability and blame should be distributed on the actual job responsibilities of the employees. 5. In the United States, the role of a corporate ethics officer moved to the forefront in the decision-making process of firms when the Federal Sentencing Guidelines for Organizations Act was passed in 1991.
The marketing strategies for the two shoe retailers Foot Locker and Zappos are very different, but both are successful.
Answer the following statement true (T) or false (F)
Which of the following is necessary to establish the existence of a disability under the ADA?
a. having a physical basis for one's impairment b. being diagnosed with an impairment that is included on the ADA's list of recognized disabilities c. receiving regular medical treatment for one's condition d. all of the above e. none of the above