Which of the following guidelines should managers follow while building a customer-responsive culture?
A. precisely defining employees' normal job requirements and ensuring they perform those actions alone
B. giving service-contact employees continual training on product knowledge, listening, and other behavioral skills
C. designing jobs with rigid rules and procedures that employees should stick to in order to satisfy customers
D. preserving the discretion to make day-to-day decisions on job-related activities at the top level of management
Answer: B
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Indicate whether the statement is true or false
Value-chain analysis can be used to determine if a business is adding unique value in which of the following areas?
A) product research B) human resources C) process innovation D) quality management E) all of the above
Which of the following is a non-point source of water pollution?
a. A pesticide runoff from farming operations b. Effluents released from a nuclear reactor c. Effluents discharged from a sewage treatment plant d. Discharges from a plastic manufacturing unit
In Briggs and Stratton Corp v. Baldridge, Briggs was blacklisted by Arab countries because of its compliance with U.S. anti-boycott regulations. Briggs subsequently brought a lawsuit claiming damages as a result of U.S. government action. Specifically, Briggs demanded "just compensation" under the Fifth Amendment "takings clause." The court: A) invoked sovereign immunity to avoid taking subject
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