Describe the four types of "exceptions" listed in the chapter
What will be an ideal response?
Special requests are one type of exception. These involve a departure from normal operating activities and are common in travel and hospitality industries. Problem-solving refers to an exception where normal service fails to run smoothly as a result of accidents, delays, etc. Handling of complaints/complements/suggestions help service providers react quickly to failures and thrive off of complements. Restitution is the final type of exception listed. This involves repaying customers for severe performance failures.
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When cost is greater than market value, it is considered a loss due to holding inventory
a. True b. False Indicate whether the statement is true or false
Erica, a vice president of human resources at an automobile company, wants to develop its programs for employee empowerment. However, she is concerned because unions are heavily involved in representing auto workers and might object to empowerment programs. Which statement about the National Labor Relations Board would best address Erica's concern?
A. In its rulings, the NLRB has allowed employee empowerment in certain very limited situations. B. The NLRB has issued statements indicating that it will not tolerate employee empowerment. C. In its rulings, the NLRB has shown clear support for employee involvement in decision making. D. The NLRB has issued rulings that say employee empowerment is allowed only in a nonunion environment. E. The NLRB makes it an unfair labor practice to form employee participation committees to make decisions.
In Vin del Mar, Chile, there are a dozen stores specializing in selling the same quality of seafood products on one street
An individual store dare not charge more than the going price without the risk of losing business to the other stores that are selling the fish at a common price. This is an example of what type of market? A) perfect competition B) monopolistic competition C) oligopolistic competition D) a monopoly E) an oligopoly
When does communication actually happen in the four-step strategic planning process of public relations?
A. Research step D. Evaluation step B. Planning step E. None of the above C. Implementation step