To Gain a Competitive Edge This Year, the Upper Management

question 5

Multiple Choice

To gain a competitive edge this year, the upper management of a global IT company has decided to focus on customer service, employee training, and continuous quality improvement. This approach is known as

• A) customer focus.
• B) total quality management (TQM).
• C) evidence-based management.
• D) competitive edging.
• E) constancy of purpose.

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Definitions:

First Impressions

Initial judgments or assessments made upon encountering someone or something for the first time, which can be lasting and influential.

Asch

Pertains to a landmark study or perspective in social psychology exploring conformity and the influence of group pressure on individual behavior.

Cognitive Consistency

Refers to the psychological theory suggesting humans are motivated to maintain consistency between their beliefs, attitudes, and behaviors to reduce mental dissonance.

Perceived Discrepancies

Refers to the differences or gaps that individuals notice between their current state and their desired state or goals.