Training Is Especially Important in Reinforcing the Customer Service Culture

question 11

Multiple Choice

Training is especially important in reinforcing the customer service culture at Zappos where

• A) new employees are offered money to quit.
• B) employees are just interested in getting a paycheck.
• C) training does not include any tests.
• D) a cost leadership strategy is being used.
• E) little screening of employees occurs.

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Definitions:

Statute of Frauds

A legal principle requiring certain types of contracts to be written and signed to be enforceable.

Oral Contract

An agreement between parties that is spoken and not formally recorded in written form, yet is legally binding.

Enforceable

Capable of being imposed or executed in accordance with the law.

Bilateral Contract

An agreement featuring mutual obligations, where each party promises to perform an act in exchange for the other party's act.