______ is the ability to influence the behavior of others through the possession of knowledge or expertise on which others depend.
A. Referent power
B. Legitimate power
C. Expert power
D. Reward power
C. Expert power
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Building and maintaining profitable customer relationships by delivering superior customer value and satisfaction is called ________
A) customer lifetime value B) customer-perceived value C) customer relationship management D) partner relationship management E) customer equity
Employees in the quality assurance department test the product and report their findings back to development. The developers, in turn, rely on the feedback they receive from QA to improve products. In this scenario, development would be considered an external customer of QA and good candidates for conducting external customer evaluations of QA staff members.
Answer the following statement true (T) or false (F)
A team that helps others in the organization by providing a service that is key to goal accomplishment will gain power. This is an example of:
a. centrality b. organicity c. coping with uncertainty d. boundary spanning
Model Rule 1.6 is broader than Model Code DR 4-101 because 1.6 concerns the protection of ____________________, while DR 4-101 concerns the protection of client confidences.
Fill in the blank(s) with the appropriate word(s).