Which of the Following Represents an Aggressive Approach to Demand

question 107

Multiple Choice

Which of the following represents an aggressive approach to demand management in the service sector when demand and capacity are not particularly well matched?

• A) inexpensive rates for weekend phone calls
• B) appointments
• C) reservations
• D) first-come, first-served
• E) self-serve

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Definitions:

Forced Distribution

A performance management system where employees are ranked in groups and a certain percentage must fall into each group.

Merit Pay

A pay system where employees are given bonuses or pay increases based on their performance, encouraging productivity and excellence.

Performance Appraisal

The formal assessment of an individual employee's job performance and productivity, usually involving feedback and documentation.

360-Degree Feedback

A performance appraisal system where employees receive confidential, anonymous feedback from the people who work around them.