Great Service Occurs When Processes Are Engineered Both Above and Below

question 64

Multiple Choice

Great service occurs when processes are engineered both above and below the _____________ for the customer.

• A)Line of motivation
• B)Line of demarcation
• C)Line of visibility
• D)Line of distinction
• E)None of these

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Definitions:

Instrumentality

In motivation theory, the perceived relationship between performing a specific behavior and achieving certain outcomes, emphasizing the means-to-an-end belief.

Expectancy Theory

A motivational theory suggesting that individuals are more likely to engage in certain behaviors based on the expected outcomes and the attractiveness of those outcomes.

Expectancy

In motivational psychology, expectancy refers to the belief that one's effort will lead to the attainment of desired performance goals.

Expectancy Theory

A theory that proposes an individual's motivation is related to their expectation of a desired outcome and the attractiveness of that outcome.