By Creating Cross-Functional Teams, a Service Firm Is

question 79

Multiple Choice

By creating cross-functional teams, a service firm is:

• A) Managing service promises
• B) Resetting customer expectations
• C) Communicating with customers
• D) Managing internal marketing communications
• E) Exceeding customer expectations

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Definitions:

Employee Morale

A rephrased version of Morale Building that focuses on the confidence, enthusiasm, and satisfaction levels of individuals within an organization, significantly impacting productivity and retention.

Laurence J. Peter

A Canadian educator and "hierarchiologist" best known for formulating the Peter Principle, which posits that people in a hierarchy tend to rise to their level of incompetence.

Top Managers

Individuals who hold the highest level of managerial roles in an organization, responsible for setting strategic goals and making overarching decisions.

Coordinating

The process of organizing activities and resources efficiently and effectively to achieve desired objectives, often involving teamwork and communication.