In the Struggle to Control the Service Interaction, the Manager's

question 20

Multiple Choice

In the struggle to control the service interaction, the manager's position is

• A)the customer is always right.
• B)a good worker should always be supported.
• C)might makes right.
• D)the customer should be happy but the interaction should not take too long.
• E)damn the torpedoes, full speed ahead!

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Definitions:

Ming Dynasty

A major Chinese dynasty that ruled from 1368 to 1644, known for its trade expansion to the outside world and cultural achievements such as porcelain, literature, and the building of the Great Wall.

Kinship

A social bond based on common ancestry, marriage, or adoption that forms an intricate network of relationships within societies.

Porcelain

Extremely fine, hard, white ceramic. Unlike stoneware, porcelain is made from a fine white clay called kaolin mixed with ground petuntse, a type of feldspar. True porcelain is translucent and rings when struck.

Terracotta

A type of earthenware clay used in pottery and sculpture, characterized by its brownish-orange color after firing.