______ is a combination of job satisfaction, ability, and a willingness to perform for the organization at a high level and over an extended period of time.
A. Empathy
B. Employee engagement
C. Sustainability
D. Productivity
B. Employee engagement
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One technique associated with total quality management (TQM) is the use of ongoing training to achieve ________.
A. total overhaul of the organization B. continual improvement C. linear progress D. recognition
Functional-area strategies
A. concern the actions, approaches, and practices to be employed in managing particular functions within a business. B. specify what actions a company should take to resolve specific strategic issues and problems. C. are normally crafted by the company's CEO and other senior executives. D. are concerned with how to unify the firm's several different operating strategies into a cohesive whole. E. are normally crafted by operating-level managers.
What percentage (approximately) of quick-service firms use mystery shoppers to evaluate customer service performance?
a. 5% b. 25% c. 50% d. 75%
A goal such as “improved conflict management” is an example of which barrier to evaluation?
a. Accepted proof b. Unsure what to evaluate c. Seen as optional d. Practitioner training