On the service blueprint, the line of visibility separates all contact employee actions that are visible to the customer from those that are not.
Answer the following statement true (T) or false (F)
True
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If a piece of land has long-term contamination, what is the EPA required to do first under the Superfund?
A. Determine whether the site should be placed on the National Priorities List. B. Assess the toxicity of the site. C. Allocate liability for contamination. D. Determine the best way to decontaminate the site.
If bad news appears in the first sentence of a message, the
a. receiver will be prepared for the reasoning that follows. b. receiver's urge to counter argue will be minimized. c. receiver's reaction is likely to be defensive. d. receiver will withhold judgment until he or she has finished reading.
Changing a problem culture
A. can be done quickly only if managers tie incentive compensation to exhibiting the desired new cultural behaviors and if managers visibly praise people who exhibit the desired new cultural traits. B. requires writing a new statement of core values, having a series of lengthy meetings with employees to explain the new culture and the reasons why cultural change is needed, and then having both employees and shareholders vote to ratify and adopt the new culture. C. is best done by instituting an aggressive program to train employees in the ways and beliefs of the new culture to be implanted. D. is best done by selecting a team of key employees to lead the culture change effort. E. is one of the toughest managerial tasks because of the heavy anchor of ingrained behaviors and ways of doing things.
What are adaptive techniques and when are they used?
What will be an ideal response?