Ed Is Concerned About the Number of Customers Complaining About

question 226

True/False

Ed is concerned about the number of customers complaining about the poor service provided by the department he manages for a hardware store.He is convinced that his employees can provide better service and cut complaints significantly.Ed has set a goal for his department to reduce customer complaints by 15% within six months.This goal is an example of the type of performance standard needed for effective controlling.

---

Definitions:

Ethical Directives

Guidelines or principles designed to guide behavior in a manner consistent with ethical standards and values.

Internal Locus

A psychological concept where an individual believes they have control over their life events and outcomes rather than external forces.

Obedience to Authority

The psychological tendency of individuals to comply with the directives or orders from an authority figure, even if they may conflict with personal values.

Transactional Leadership

A leadership style that focuses on the exchanges that occur between leaders and their followers, where followers are rewarded for specific actions or achievements.