Sam Was Called in to Meet with His Boss,Tricia

question 50

Multiple Choice

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

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

---

Definitions:

Intellectual Curiosity

An intrinsic desire to seek out, engage with, and derive pleasure from cognitive and intellectual challenges.

Exclusion Prediction

The process or practice of forecasting the likelihood of individuals or entities being excluded or marginalized within social or economic systems.

Hidden Curriculum

The unwritten, informal, and often unintended lessons, values, and perspectives that students learn in school.

Self-Fulfilling Prophecy

A belief or expectation that an individual or group holds, consciously or subconsciously, that manifests because it is believed.