Answer the following statements true (T) or false (F)
1. If a restaurant serves a meal that the guest finds unsatisfactory, replacing the meal is a good recovery strategy.
2. A service failure is a great opportunity for the organization.
3. Putting money and effort into service recovery is good public relations, even if it is not good business.
4. The best failure is one that is discovered before it happens.
1. False
2. True
3. False
4. True
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Compensation of executives has soared over the last forty plus years to more than 271 times the pay for average workers. Remedies to rein in executive compensation include all but:
A. Clawbacks of compensation when it can be shown executives knew of fraud B. More diligent board oversight of compensation packages C. Restrictions by the law as to the maximum total compensation allowable D. Say on pay provisions
A substantive approach using only tests of controls is most commonly used to audit equity accounts
a. True b. False Indicate whether the statement is true or false
How should a change agent approach dysfunctional norms?
a. Ignore them because the other aspects of change require more attention and focus b. Understand that they can’t be changed without completely turning over the staff c. Make them explicit and identify the resulting organizational dynamics d. Mandate a change to keep the organization functional
Which of the following principles of competitive advantage is related to process implementations?
A. differentiate services B. create new services C. create new products D. enhance services E. lock in buyers