_______________ is defined as the shared values and beliefs of employees within any given organization.
a. Social culture
b. Corporate culture
c. Strategic planning
d. Ethical judgment
b. Corporate culture
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Roselle was upset with the service she received when she was trying to purchase a handbag at a store. First, the salesperson seemed preoccupied with a conversation with another associate. When she finally acknowledged Roselle's presence, the salesperson offered no assistance to Roselle and had minimal information about merchandise. Roselle plans to make a formal complaint to the management. What should the store manager do to recover from this service failure?
A. Instruct sales associates to always assume they know what the customer is complaining about. B. Ensure that the customer is referred to several different store employees to get the issue resolved. C. Tell the customer to leave feedback on the store's website. D. Motivate sales associates to have an antagonistic attitude while dealing with the customer complaint. E. Encourage the customer to complain without interruption and then give a sympathetic response.
A firm's comparing its performance to competitors based on the components of the strategic profit model illustrates _____
a. SERVQUAL b. benchmarking c. opportunity cost analysis d. gap analysis
A(n) ________ refers to an agreement entered into among members that governs the affairs and business of the LLC (limited liability company) and the relations among members, managers, and the LLC
A) certificate of interest B) article of organization C) operating agreement D) agreement of conversion
Which role of the change agent is defined as pointing out what has been said, heard, or learned to enhance group or individual awareness?
a. Gatekeeping b. Diagnostic c. Architectural d. Mobilizing