Which Aspect of Service Process Redesign Did FedEx Employ When

question 29

Short Answer

Which aspect of service process redesign did FedEx employ when it transferred more than 50 percent of its transactions from call centers to its Web site?

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Definitions:

Masculinity

Pertains to the qualities, behaviors, and roles traditionally associated with being male in a given society.

Femininity

A set of attributes, behaviors, and roles generally associated with girls and women.

Gender-role Transcendence

Moving beyond traditional gender norms and roles, embracing a more fluid understanding of gender that is not limited by societal expectations.

Gender-role

Socially constructed roles, behaviors, activities, and attributes that a given society considers appropriate for men and women.