Charles Is a Customer Service Representative for a Home Improvement

question 34

Multiple Choice

Charles is a customer service representative for a home improvement store. He has creative ideas about how to increase customer satisfaction. Charles's talents will be most likely to be used in a firm that:

• A) uses the induced strategic behavior form of internal corporate venturing.
• B) uses the autonomous strategic behavior form of internal corporate venturing.
• C) makes significant investment in research and development.
• D) focuses on an acquisition strategy for gaining innovative ideas.

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Definitions:

Scalar Chain

A principle of organizational management that establishes a clear line of authority from the top ranks through to the bottom levels within an organization.

Scientific Management

Emphasises careful selection and training of workers, and supervisory support.

Work Methods

The procedures and techniques employed to complete tasks efficiently and effectively in a workplace.

Performance Standards

Criteria established for evaluating the effectiveness and efficiency of employees' work or organizational productivity.