A Critical Component That Programs Developed by the Management to Stimulate

question 33

Multiple Choice

A critical component that programs developed by the management to stimulate employee commitment to customer service must include a clear, concrete message that conveys a particular service strategy that frontline people can begin to act on. This is of great importance because

• A) people delivering service need to know how their work fits in the broader scheme of business operations.
• B) incentives are necessary to give the employees the capability and willingness to provide quality service.
• C) it focuses on specific social techniques, such as eye contact, smiling, tone of voice, and standards of dress.
• D) managers must demonstrate the behavior that they intend to reward employees for performing.

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Definitions:

Political Tactics

Strategies used within an organization to gain advantage or support for one's goals or interests.

Institutionalization

Institutionalization is the process through which certain practices, relationships, or norms become established and accepted as a part of society or organization's culture.

Power

Refers to the capacity or ability of an individual or group to influence or control the actions and outcomes within an organization or society.

Legitimating Tactic

Legitimating tactic refers to strategies or actions undertaken by an individual or organization to justify or validate decisions, policies, or practices to gain acceptance or compliance from others.