GTE Modified Its Telephone Operations by Creating "Customer Care Centres

question 71

Multiple Choice

GTE modified its telephone operations by creating "customer care centres." The purpose of this change was to identify and abandon outdated rules and fundamental assumptions and act as if it were creating a new company more in tune with the needs of today's customers. Which business concept was GTE using?

• A) operations research
• B) quality improvement
• C) operational control
• D) reengineering

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Definitions:

Social Identity

A definition of the self in terms of the defining characteristics of a social group.

Situated Self

The subset of self-concepts that constitutes the self people recognize in a particular situation. Selected from the person’s various identities, qualities, and self-evaluations, the situated self depends on the demands of the situation.

Looking Glass Self

A concept in social psychology suggesting that an individual's self-concept is influenced by how they believe others perceive them.

Generalized Other

A conception of the attitudes and expectations held in common by the members of the organized groups with whom one interacts.