For Many Types of Service Organizations Such as Hospitals,banks and Airlines,the

question 113

Multiple Choice

For many types of service organizations such as hospitals,banks and airlines,the primary cost of operations is:

• A)establishing and maintaining a presence on the Internet.
• B)insurance and legal expenses.
• C)coping with obsolescence that results from the rapid pace of technological change.
• D)labour costs.

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Definitions:

Secondary Emotion

An emotion that develops from primary emotions, involving a more complex mental processing, such as guilt, shame, or pride.

Delight

A high degree of pleasure or enjoyment that surprises or greatly pleases someone.

Misery

A state of great distress, discomfort, or sadness experienced by an individual or group.

Secondary Appraisal

The assessment of one's ability to cope with or manage the consequences of a stressful event after recognizing it as a threat.