Zappos and Amazon Focus on Customer Service

question 66

Multiple Choice

Zappos and Amazon focus on customer service.What purpose does this serve in terms of attaining behavioral control?

• A) It uses culture to sustain their primary source of competitive advantage.
• B) It uses rewards and incentives to sustain corporate culture.
• C) It demonstrates to employees the importance of articulating explicit goals and objectives.
• D) It gives management more control over employees.

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Definitions:

Median

The midpoint of a set of scores.

Mean and Median

Statistical terms where mean refers to the average of a set of numbers, and median is the middle value when these numbers are arranged in order.

Measure of Central Tendency

A statistical measure that represents the center point or typical value of a dataset, commonly identified via the mean, median, or mode.

Variance

A statistical measure that represents the degree of spread or dispersion of a set of data points, calculating the average of the squared differences from the mean.