Empowerment is when ________ are authorized to make decisions to help their customers and, as a result, service quality generally improves.
A. corporate executives
B. production control managers
C. frontline employees
D. middle managers
E. consultants
Answer: C
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In dealing with the work-related activities of people, managers must have an understanding of all of the following EXCEPT
A. leadership. B. decision making. C. organizational structure and design. D. organizational culture. E. long-term plans of marketplace competitors.
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