Sometimes employees view management decisions differently than managers do. This is an example of ______.
a. selectivity bias
b. stereotyping bias
c. frame of reference bias
d. expectations bias
c. frame of reference bias
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Enterprise Rent-A-Car closely ties customer service to employee success. With a tracking system called the Enterprise Service Quality Index (ESQi), the company routinely follows up with customers by phone to determine their level of satisfaction with their most recent Enterprise service encounter. Only completely satisfied customers count toward an employee ESQi score, which is used to measure employee's potential for promotion. Enterprise is using ________ to determine whether performance meets standards.
A. Trailer calls B. Complaint solicitation C. Lost customer research D. Critical incident studies E. Customer panels
Which generation in the workforce has a higher expectation for career development?
a. Veterans b. Baby Boomers c. Generation X d. Millennials
Which of the following is considered an internal factor that may influence the determination of media strategy?
A. the development of new media B. changes in technology C. the size of the media budget D. competitive factors E. the rising costs of media
Insider trading is:
a. stock trades inside a thirty-day time period by corporate insiders b. only the buying of stock by persons who have access to information, not yet revealed to the public, that affects the value of the stock c. only the selling of stock by persons who have access to information, not yet revealed to the public, that affects the value of the stock d. stock trades inside a one-year time period by directors e. none of the other choices