Proper service recovery can be accomplished by making it easy for customers to give feedback, enabling effective service recovery, and establishing appropriate compensation levels
Indicate whether the statement is true or false
True
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________ requires putting yourself in the customer's place and trying to relate to the customer's needs, wants, and concerns.
A. Convergence B. Congruence C. Empathy D. Responsiveness
Which of the following is not a typical way that a company would duplicate a competitive advantage?
A. Hiring away key employees. B. Acquiring the new technology. C. Copying the business operations. D. Carrying large product inventories.
Colson Company's contract with Teamsters Local 59 specifies that supervisors are to make promotion decisions by selecting the most senior employee from a pool of qualified employees. The company is allocating promotions using:
A. Seniority as the sole factor B. Seniority as a determining factor C. Seniority as a secondary factor D. Qualifications as the determining factor
Mother Teresa is an example of which category of moral development?
a. Morally superior b. Moral sycophant c. Inherently moral d. Moral postpone