Examlex
When recovering from a defective service encounter, a botched task calls for an apology.
Similar-To-Me Effect
The tendency of individuals to favor or rate more positively those who are perceived to be similar to themselves in some manner.
Attribute
A quality, feature, or inherent part of someone or something that defines or contributes to its nature or character.
Selection Fairness
The equitable and unbiased process of choosing among candidates or alternatives in various contexts including recruitment.
Honesty Test
An assessment tool used by employers to evaluate the propensity of job applicants or employees to be honest and trustworthy.
Q4: One characteristic of a well-designed service system
Q12: Poka-yoke is roughly translated from Japanese as
Q20: A person high in emotional intelligence does
Q24: Operations risk is the likelihood of a
Q39: Core competencies are those things that everyone
Q47: One of the disadvantages of a pure
Q48: A prospective employer asks Berta, "What kind
Q51: In the service-system design matrix, an Internet
Q66: Rhapsody Inc. created a new line of
Q106: Procedural justice involves the degree to which