To Improve Customer Service in Its Overseas Call Center, Jansen

question 64

Multiple Choice

To improve customer service in its overseas call center, Jansen Electronics decided to investigate the call center practices of competing companies. The team discovered that a smaller company, Gorilla Devices Inc., seemed to have outstanding customer service. The team then determined differences between the organizations and developed a plan to incorporate the best elements of Gorilla into Jansen. This illustrates effective

• A) Environmental dynamism.
• B) Benchmarking.
• C) Strategic maneuvering.
• D) Cooperative action.
• E) Forecasting.

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Definitions:

Attribution Theory

A psychological framework for understanding how individuals infer the causes of others' behavior, whether attributing it to internal dispositions or to external situations.

Fundamental Attribution Error

The tendency to overemphasize personality-based explanations for behaviors observed in others while underemphasizing the role of situational factors.

Behavioral Perspective

An approach in psychology focusing on how external environmental stimuli influence observable behavior, often ignoring internal mental states.

Foot-In-The-Door Technique

A persuasion strategy that involves getting a person to agree to a small request to increase the chances they will agree to a larger request later.