Let us assume the average number of customers served per hour is five customers. What is the probability that the service exceeds 15 min for any customer?
A. 29%
B. 76%
C. 45%
D. 13%
A. 29%
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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
The term goal congruence refers to the ________.
A) matching of financial goals of the company with its nonfinancial goals B) aligning the goals of business segment managers with the goals of top management C) achievement of the goals set by the management by utilizing the resources available D) duplication of costs as a result of decentralization
Symbols such as the Travelers' Insurance umbrella are designed to help customers overcome the ____ of services.
A. heterogeneity B. unpredictability C. inseparability D. intangibility E. perishability
What type of peer might talk to you about work concerns and possibly give you advice about the steps to take on an upcoming maternity leave?
a. information b. collegial c. communication d. empathic