Beth Is a Customer Service Representative for an Online Clothing

question 46

Multiple Choice

Beth is a customer service representative for an online clothing store. When she got a phone call yesterday from a customer who received a pink shirt instead of the blue one she ordered, Beth told the customer she would mail the blue shirt out immediately and the customer would not have to pay for either shirt. What process is Beth using?

• A)instrumental support
• B)economy of scale
• C)the knowledge gap
• D)heterogeneity
• E)service recovery

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Definitions:

Hard Decisions

Difficult choices that require deliberation due to the significant consequences or trade-offs involved.

Political Behavior

Actions and strategies used by individuals or groups within an organization to gain power, influence decisions, and achieve specific goals.

Referent Power

A form of influence that stems from the leader’s ability to be admired and respected, thus inspiring others to follow.

Expert Power

The influence and authority one has due to one's skills, experience, or knowledge in a particular area.