Most Service-Quality Experts Say That ______ Is the Most Critical

question 150

Multiple Choice

Most service-quality experts say that ______ is the most critical element in building a customer-oriented company.

• A) hard work
• B) talent
• C) group cohesion
• D) extraversion

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Definitions:

Job Satisfaction

The degree to which an individual feels positive or negative about a job.

Herzberg

Refers to Frederick Herzberg, a psychologist who is best known for introducing the two-factor theory of motivation, distinguishing between hygiene factors and motivators.

McClelland's View

refers to David McClelland's theory that human motivation is primarily driven by three needs: achievement, power, and affiliation.

Need for Social Power

The desire to have influence or control over others in social settings or interpersonal relationships.