You Are Looking at an EHow

question 72

Multiple Choice

You are looking at an eHow.com video about removing stains from clothing when you notice a small ad for Febreze odor eliminator on the right-hand side of the page.When you click on the ad,you move from eHow to a Febreze website.You have clicked on a ________.

• A)widget
• B)pop-behind
• C)mini-site
• D)pop-up
• E)banner ad

Comprehend the importance of fair treatment (distributive and procedural fairness) in service recovery.

Understand strategies for motivating and training staff to deliver excellent service.

Analyze how service providers can address the challenges of service failures and recovery.

Understand the concept and stages of the diffusion of innovation.

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Definitions:

Actual Costs

The real costs incurred by a business during a specific period, as opposed to budgeted or forecasted costs.

Standard Costs

Predetermined or estimated costs of manufacturing, used for budgeting and assessing performance.

Management Tool

A management tool encompasses various strategies, techniques, or software used by managers to improve decision-making, efficiency, and effectiveness within an organization.

Ledger

A group of accounts for a business.