In Interviewing a New Employee, You Find That They Won't

question 102

Multiple Choice

In interviewing a new employee, you find that they won't shake your hand, they don't make eye contact with you, and they speak so quietly you can barely hear them. In determining the reason for their behavior, you are most likely to __________.

• A) develop a schema
• B) use a judgmental heuristic
• C) make an attribution
• D) apply an implicit personality theory

Recognize the inconsistency and variability in service experiences and their implications for service quality.

Comprehend the inherent characteristics of services such as intangibility, inseparability, and variability.

Understand methods for managing service inconsistencies and improving service delivery.

Identify the challenges of idle production capacity and strategies for managing demand fluctuations.

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Definitions:

Auto Repairs

The process of fixing or restoring parts of a vehicle to proper condition after damage or wear.

Gasoline

A combustible fluid obtained from petroleum, primarily utilized as a fuel in engines that operate through internal combustion.

Cost Function

An equation that calculates the total cost of production based on the quantities of inputs used.

Output

The total amount of goods or services produced by a company or a production process.