Which of the following is an ineffective customer-service practice?
A. Viewing customer service as a problem-solving function that comes into play only whenthere has been a complaint
B. Teaching employees that customers do not depend on a business as much as a businessdepends on customers
C. Focusing on retaining a current customer rather than attracting a new customer
D. Training employees at all levels of an organization to communicate with customers
A
Viewing customer service as a problem-solving function that comes into play only when there
has been a complaint is an ineffective customer-service practice. A customer-focused
organization makes customer service an ongoing function. Its approach is proactive in
anticipating problems.
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Tom and his fiancée Susan decided to have their wedding on a beach in Acapulco, Mexico. Local businesses provided most of the services for the wedding, such as the limousine and the catering services. Throughout the weekend of the wedding, the couple found that workers and limos arrived late; so did the priest who was performing the wedding. In response to the couple's frustration, the Mexican workers remarked, "Ustedes tienen que ser flexibles," which in English means "You have to be flexible with time." This attitude regarding time is
A. inflexible. B. polychronic. C. cultural. D. monochronic. E. one-dimensional.
Your manager has little confidence in the collective abilities of your team, which causes him to mistreat you and your teammates as well as to micromanage all of your work. Even though you are quite competent, you and your team have become dissatisfied with your jobs and have begun to reduce the level of effort you put into the work. This is an example of ______.
a. citizenship behavior b. Pygmalion effect c. attribution process d. stereotyping
Answer the following statements true (T) or false (F)
1. As a professor, Dr. Zhang sees the term paper he has assigned as an opportunity to assess how well students have learned the material in his course. As a student, Milo sees the term paper as an obstacle to his ability to do well in the course, since he is a better test-taker than he is a writer. This is an example of selectivity bias. 2. Once they reach senior levels, women are more likely than men to be satisfied with their careers. 3. Your external environment can affect your attitude formation, but your attitudes can also be changed. 4. It’s harder to hire a person with a good attitude than to change it.
Kennedy and Di Tella have made an estimate of the cost of corruption. What are the estimated economic costs of organized crime activities and unfair prices set in the marketplace?
a. Premium by up to 5% b. Discount of up to 10% c. Premium of 15% to 20% d. Premium of 25%