What are some of the lessons provided by Kotter’s process of leading change?
What will be an ideal response?
This model provides two key lessons: first, that the change process goes through a series of phases, each lasting a considerable period of time and, second, that critical mistakes in any of the phases can have a devastating impact on the momentum of the change process.
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Which of the following is NOT one of the seven service quality gaps?
a. The knowledge gap. b. The policy gap. c. The perceptions gap. d. The delivery gap. e. The standards gap.
Many sources relevant to specific aspects of business, such as marketing or accounting, are available on the Web
Indicate whether the statement is true or false
The presence ofa small closed lock icon near the bottom of your web browser indicates that the site that you are using for your business uses _____.
A. asecure socket layer protocol B. Wireshark C. an open source packet analyzer D. Internet2
Because they are viewed as ________ by customers, natural disasters such as tornadoes or hurricanes may lower service expectations for services such as insurance, telephone, and the Internet.
A. Temporary personal need hindrances B. Personal situational factors C. Uncontrollable situational factors D. Predictable nuisances E. Spontaneous negatives