Managers Who View Service Quality as a Force of Underlying

question 1

Multiple Choice

Managers who view service quality as a force of underlying profitability and business success possess ________.

• A) high standards
• B) a service vision
• C) a laissez-faire leadership style
• D) responsiveness
• E) an in-the-field leadership style

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Definitions:

Self-Management

The ability to regulate one's own thoughts, feelings, and actions to achieve personal or professional goals.

Relationship Management

Relationship management is the strategy of maintaining beneficial relationships with business partners or customers to foster loyalty and long-term engagement.

Surface Acting

involves an individual displaying emotions that are not genuinely felt in order to meet external demands or occupational roles.

Required Emotions

Emotions that employees are expected to display as part of their job role, often in service-oriented occupations, irrespective of their actual feelings.