Case-Based Critical Thinking Questions Case 5-2 Nila Has Created a Report

question 38

Multiple Choice

Case-Based Critical Thinking Questions Case 5-2 Nila has created a report, and now she would like to a create table of contents. Nila wants to delete a style associated with her table of contents. The style was based on the Normal style. Which command will she use?

• A) Revert to Style
• B) Delete Style
• C) Expunge Style
• D) Undo Style

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Definitions:

Empathy

The ability to understand and share the feelings of another, essential in building effective interpersonal relationships and crucial in service-oriented industries for understanding customer needs.

Tangibles

Physical items or goods that can be seen, touched, and possessed, as opposed to services or digital products.

Knowledge Gap

A type of service gap; reflects the difference between customers’ expectations and the firm’s perception of those expectations.

Service Standards

Benchmarks for the quality of customer service that organizations aim to meet or exceed in their operations.