Allowing Customers in an Auto Dealership Service Department to Talk

question 35

Multiple Choice

Allowing customers in an auto dealership service department to talk directly to the mechanic rather than to a service manager:

• A) is an example of creating a buffering role.
• B) is creating a boundary-spanning role.
• C) will make the company less fluid.
• D) will make the company less responsive to customers.

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Definitions:

Population proportion

The proportion of a specific group or characteristic within a defined population.

Margin of error

An indicator of the precision of an estimate, representing the range within which the true population parameter is expected to lie with a certain confidence level.

Confidence interval

A reach of numerical outputs, from sampling statistics, with the potential to cover the hidden value of a population parameter.

True proportion

The actual ratio or fraction of individuals or items within a population that possesses a particular characteristic.