After Assessing the Results from a Recent Customer Survey, Top

question 52

True/False

After assessing the results from a recent customer survey, top managers at Gibraltar Corporation are convinced their firm is doing a poor job of responding quickly to customer needs. This has the managers very worried. Empowerment might be an approach that would help Gibraltar improve its responsiveness.

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Definitions:

Dependence

A state in which there is a reliance on or need for something or someone for support or to function properly.

Regression

In psychology, regression is a defense mechanism that leads an individual to revert to a previous stage of development or to earlier, less sophisticated behaviors in response to stress or anxiety.

Transference

In psychoanalytic theory, the tendency to bring ways of thinking, feeling, and behavior that developed toward one important person into later relationships with different persons.

Libidinal Restructuring

A theoretical process involving the transformation or redirection of libidinal (sexual) energy or desires.