Daveed Was Called in to Meet with His Boss, Paula

question 90

Multiple Choice

Daveed was called in to meet with his boss, Paula. He was afraid he was going to be fired for the mistake he had made dealing with an important customer of the store. Instead, Paula explained that he had handled the situation well, listening to the customer and finding a fair solution. Paula told him that, even more important, working the way he did to correct the error could result in

• A)a smaller empowerment gap.
• B)positive word of mouth.
• C)a full refund for the customer.
• D)a larger service gap.
• E)less instrumental support.

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Definitions:

Judges

Individuals appointed or elected to rule on legal matters and disputes in courts.

Five-Point Scale

A rating system that measures opinions, experiences, or responses using five distinct options typically ranging from very low to very high.

Cumulative

Describes something that increases or accumulates over time.

Guttman Scale

A scale that contains either favourable or unfavourable statements arranged hierarchically. Agreement with a strong statement implies agreement with weaker ones; disagreement with a weak one implies disagreement with stronger ones.