All of the Following Are Characteristics of a Service Organization

question 15

Multiple Choice

All of the following are characteristics of a service organization with an inverted T structure, except ________.

• A) the layers of supervision are reduced
• B) contact personnel are trained, motivated, and supplied with timely computer-based information
• C) the service encounter is managed at the point of delivery
• D) limiting discretion of contact personnel

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Definitions:

Persuasion

The act or process of influencing someone's beliefs, attitudes, intentions, motivations, or behaviors through argument, reasoning, or appeal.

Direct Instruction

A teacher-centered instruction method that includes explicit teaching through lectures or demonstrations of the material, as opposed to exploratory models.

Vicarious Conditioning

Classical conditioning of an involuntary response or emotion by watching the reaction of another person.

Trustworthy

The quality of being reliable, honest, and able to be trusted.