Explain the use of empathy as a way to differentiate services
What will be an ideal response?
A way to differentiate services is by showing empathy to customers, that is, to "put yourself in their shoes."
Empathy is defined as the degree of caring and individual attention provided to customers. This type of
differentiation approach works well for services that deal with customers in a caring fashion, such as health-care
procedures, as well as services that give customers a high degree of individual attention, such as financial
organizations specializing in high net worth
individuals.
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The two most common primary research methods are
A) websites and books. B) experiments and observations. C) surveys and interviews. D) test panels and experiments. E) reports and memos.
At Phoenix Instruments, Claudia pulls six samples an hour from an assembly line to examine them for quality defects. If she finds any, she makes adjustments to various pieces of equipment in her area. Claudia's job involves
A. feed-forward control. B. benchmarking. C. reduced cycle time. D. statistical process control. E. strategic control.
Hana was just promoted to a new division outside of her country. She is nervous about leading people outside of her norm. What theory should Hana use to help assess how she should communicate and lead in this new country?
A. diversity culture B. international endorsed C. super leadership endorsed D. culturally endorsed leadership
Which of the following statements about formal and informal research is most accurate?
A) Long reports and complex business problems generally require some use of formal research. B) Because most of its information is not credible, the Web should not be used for research for business reports. C) Interviewing your target audience is an example of formal research. D) ?Scientific experiments are not applicable to business writing.