In Most Service Industries, Customer-Contact Employees Are

question 70

Multiple Choice

In most service industries, customer-contact employees are

• A) valued as the most important employees in the organization.
• B) the best-trained employees in the organization.
• C) the lowest-paid and least-trained employees.
• D) well trained but have high turnover rates.
• E) moderately paid personnel with high rates of turnover.

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Definitions:

Engaged Employee

A worker who is fully absorbed by and enthusiastic about their work and so takes positive action to further the organization's reputation and interests.

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Employee Attitudes

The feelings, beliefs, and thoughts of employees about their workplace and roles, influencing their work behaviors and job performance.

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Items derived from farming and agriculture, including crops, livestock, and other raw materials.