Which of the Following Guidelines Should Managers Follow While Building

question 85

Multiple Choice

Which of the following guidelines should managers follow while building a customer-responsive culture?

• A) precisely defining employees' normal job requirements and ensuring they perform those actions alone
• B) giving service-contact employees continual training on product knowledge, listening, and other behavioral skills
• C) designing jobs with rigid rules and procedure that employees should stick to in order to satisfy customers
• D) preserving the discretion to make day-to-day decisions on job-related activities at the top level of management

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Definitions:

Tradition

The transmission of customs, beliefs, or cultural practices among generations, often providing a sense of heritage and identity.

Equality

The state or quality of being equal, especially regarding status, rights, and opportunities without discrimination on the basis of characteristics such as race, gender, or age.

Personal Control

The extent to which individuals believe they can control events affecting them.

Ethical Beliefs

Principles and values that govern the conduct of an individual or organization in terms of right and wrong.