If a Nordstrom Sales Associate Replaces Shirts at No Cost

question 40

Multiple Choice

If a Nordstrom sales associate replaces shirts at no cost to the client, it is an example of ____________.

• A)centralized decision-making
• B)service theft
• C)employee empowerment
• D)service sabotage
• E)rule setting

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Definitions:

Defense Mechanisms

Psychological strategies used unconsciously to protect oneself from anxiety arising from unacceptable thoughts or feelings.

Implicit Memories

Implicit memories are memories that influence our behaviors without conscious awareness, such as skills and procedures acquired through experience.

Achievement Motivation

A desire for significant accomplishment, for mastery of skills or ideas, for control, and for attaining a high standard.

Affiliation Motivation

A social motivation that drives individuals to want to belong to or be accepted by a group.