Managers Control Service Workers in Each of the Following Ways

question 11

Multiple Choice

Managers control service workers in each of the following ways, except for one.What is the EXCEPTION?

• A)providing training.
• B)electronic monitoring.
• C)rewarding customers who find mistakes in worker procedures.
• D)encouraging the general public to call misbehavior to the attention of management.
• E)making an example of a customer who fails to observer the "customer's role."

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Definitions:

Performance Risk

Involves the perceived danger inherent in a poorly performing product or service.

Internal Locus of Control

The belief that one's own actions and behaviors are major determinants of life events and outcomes, rather than external forces or chance.

External Locus of Control

The belief that one's successes or failures result from external forces beyond personal control.

Performance Risk

The risk that a product or service will not perform to satisfactory standards, potentially leading to customer dissatisfaction or financial loss.