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:

Neuroticism

A personality trait characterized by tendencies towards anxiety, moodiness, worry, envy, and jealousy.

Introversion

A personality trait characterized by a preference for solitary activities and spending time alone rather than with others, often associated with introspection and a rich inner life.

Personality Trait

Enduring characteristics that describe an individual's consistent behaviors, thoughts, and emotional patterns.

Woman's Ovum

The female reproductive cell or egg, which, when fertilized by a sperm, can develop into a zygote.