In Response to Resistance to a Change in Customer Service

question 58

Multiple Choice

In response to resistance to a change in customer service standards from the clerks,the local department store asked for advice from clerks from each of the shifts.These clerks were then asked to assist managers in disseminating information and training other clerks regarding the new standards.The department store used which method of managing resistance to change?

• A)Education and communication
• B)Facilitation and support
• C)Negotiation and rewards
• D)Manipulation and cooptation
• E)Coercion

Identify what constitutes a protected class under Title VII of the Civil Rights Act of 1964 and understand the concept of disparate impact on these classes.

Understand the concept of indifference curves and their shapes based on consumer preferences.

Analyze the effects of income changes on a consumer’s budget line and choices.

Interpret the impact of price changes on a consumer’s budget constraint and optimal consumption choices.

---

Definitions:

Risk for Infection

A situation or condition where an individual has an increased likelihood of acquiring an infectious disease.

Diuretic Medication

Drugs designed to increase the expulsion of water from the body, commonly used to treat conditions such as hypertension and edema.

Administer

The process of giving or applying a drug or treatment to a patient.

Povidone Iodine

An antiseptic solution used for skin disinfection before and after surgery, and for the treatment of minor wounds.