Two Customer Service Employees Have Contrasting Personalities and Approach Customer

question 65

Multiple Choice

Two customer service employees have contrasting personalities and approach customer interactions quite differently. Their manager nonetheless appraises them comparably on the basis of customer feedback and issue resolution efficiency. This manager is using ________ appraisal.

• A)results
• B)trait
• C)behavior
• D)subjective
• E)customer-based

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Definitions:

Peak Experience

A moment of intense joy, creativity, or satisfaction, often leading to a feeling of transcendence.

Self-Determination Theory

A psychological theory focused on motivation, proposing that people have innate psychological needs that are the basis for self-motivation and personality integration.

Innate Tendency

Natural instincts or inclinations present at birth and not acquired through learning.

Competence, Autonomy

Attributes related to individuals' abilities to effectively perform tasks and make independent decisions, contributing to their sense of mastery and self-determination.