The most heavily regulated industry in the United States is the
a. airline industry.
b. securities industry.
c. pharmaceutical industry.
d. television industry.
B
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Answer the following statements true (T) or false (F)
1. The line of visibility is best described as the difference between what the guest does and what the employee does as part of the service experience. 2. The activities below the line of guest interaction is where customer’s decide the value of the service experience. 3. A fishbone diagram is used to concentrate on problem areas to make significant changes to the delivery system. 4. Once managers measure each factor’s contribution to a service problem, finding a solution is straightforward.
Followers can move back and forth along the developmental continuum, therefore leaders should ______.
A. use the one leader behavior with which they are most comfortable B. put structures in place to limit this movement C. be flexible in their leadership behavior D. challenge the movement and direct followers to stay where they are
The receivable turnover is useful in assessing the effectiveness of credit policies
Indicate whether the statement is true or false
A distinguishing characteristic of a proactive personality is that the individual
A) avoids organizational citizenship behavior. B) freely criticizes his or her boss. C) patterns his or her behavior after coworkers. D) brings about environmental change (on the job).