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Francis Closely Monitors Customer Reviews on Google for His Landscaping

question 907

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Francis closely monitors customer reviews on Google for his landscaping business.Most customers post high praise for his work; however, today he discovered an extremely negative review posted by someone claiming the name "Superman." Clearly, this is a fake name, and Francis has no way of following up with the person to determine what he can do to resolve the problem or even to know if it's a real customer.This is an example of __________.


Definitions:

Special Skills

Unique or high-level abilities that set individuals apart and enable them to perform specific tasks effectively.

LMX Relationships

Leader-Member Exchange theory, which focuses on the individual relationships between managers and members of their team, and its impact on performance.

Productive

The effectiveness and efficiency in generating outcomes or results.

Norm Of Reciprocity

A social rule that suggests people should return favors and positive gestures with similar actions, fostering mutual cooperation and support.

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