One Way to Make a Service More Tangible Is to Have

question 55

Multiple Choice

One way to make a service more tangible is to have customers ______.

• A)Read about it on a website
• B)Experience the service through a trial period of time
• C)Receive a brochure that highlights the advantages and disadvantages of the service
• D)Google the service and see who provides the services in their area
• E)None of these

Understand the effect of procedural, interactional, and distributive fairness on organizational citizenship behavior.

Recognize the potential impact of external "shocks" on employee turnover.

Comprehend the relationship between job satisfaction, absence from work, and work performance.

Understand the sequence of withdrawal behaviors leading to turnover.

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Definitions:

Personal Time

Time allocated for individual pursuits, rest, or leisure that is not dedicated to work-related activities.

Conflict

A situation or process resulting from the perceived or actual opposition of needs, values, and interests between people.

Individual

A single human being distinct from a group, class, or family.

Manifest Conflict

Open and observable conflicts or disagreements between individuals or groups within an organization.