At Gina's Nails,the Posted Policy Is "Without Our Customers,we Don't

question 36

Multiple Choice

At Gina's Nails,the posted policy is "Without our customers,we don't exist." Gina and her staff aim to delight each customer,and they are quick to offer discounts or extra services whenever a customer is anything less than satisfied.Gina and her staff strive to make every customer a repeat customer.It is most accurate to say that instead of focusing on each individual transaction,Gina and her staff put a priority on .

• A)attracting "butterflies"
• B)partner relationship management
• C)capturing customer lifetime value
• D)enlisting customer evangelists
• E)converting "strangers"

Understand the implications of high-quality and low-quality LMX relationships on organizational outcomes.

Recognize the impact of LMX on follower's behavior and performance within the organization.

Distinguish between in-group and out-group member characteristics according to LMX theory.

Understand the role of vertical dyadic linkages in LMX theory.

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Definitions:

Well-Being

A positive condition of existence marked by health, happiness, and prosperity; feeling good about one's life.

Disclosure Reciprocity

The social principle suggesting that openness in communication is often matched by similar openness in response from others.

Self-Esteem

A person's overall subjective emotional evaluation of their own worth.

Midterm Exam

An examination given near the middle of an academic term to assess students' knowledge and learning progress.