The Receptionist at Dr

question 42

Multiple Choice

The receptionist at Dr. Smith's office is shut off from the waiting area by a glass partition. She opens a small door to communicate with patients. At times, it is difficult to get her attention. In this example, the servicescape plays a role as a negative.

• A) Package
• B) Facilitator
• C) Differentiator
• D) Boundary spanner
• E) Socializer

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Definitions:

Taylor and Mayo

Refers to the foundational contributions of Frederick W. Taylor and Elton Mayo to the fields of management and organizational theory, focusing on scientific management and human relations, respectively.

Power

The ability or capacity to influence or control the behavior of others or the course of events.

Leadership

“The process of influencing the activities of an organized group in its efforts toward goal setting and goal achievement” (Stogdill, 1950, p. 3).

Mobilization of Bias

The process by which the interests of certain groups are prioritized or favored in society or organizations through the control of norms, agendas, and beliefs.