In Some Industries Such as Retail Banking, Offering More Channels

question 47

Multiple Choice

In some industries such as retail banking, offering more channels has

• A) decreased customer value.
• B) increased the cost to serve the customer.
• C) decreased channel conflict.
• D) increased customer dissatisfaction.
• E) decreased the number of transactions.

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Definitions:

Theory X View

A management assumption that employees are inherently lazy and will avoid work if they can, believing that they must be closely supervised and coerced to achieve productivity.

Contingency Approach

A management theory that suggests the best way to manage an organization depends on the specific circumstances and variables present.

Situational Management

Situational management is an adaptive leadership approach that advocates for adjusting management style and strategies based on the specific circumstances and needs of the situation.

McGregor

Douglas McGregor developed the Theory X and Theory Y concept, representing two opposing perceptions of employee motivation and behavior.