Intangible Attributes Often Play Dominant Roles in Determining the Value

question 115

Multiple Choice

Intangible attributes often play dominant roles in determining the value of outputs from a service organization. These characteristics often lead service firms to rely on:

• A) Input-related measures for measuring and monitoring operations.
• B) Intuitive judgment in monitoring operations.
• C) Quantitative measures of output.
• D) Qualitative measures exclusively for measuring and monitoring operations.
• E) Output-related measures for measuring and monitoring operations.

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Definitions:

Intrinsic Motivation

Wanting to perform an activity for its own sake.

Overjustification Effect

The tendency for intrinsic motivation to diminish for activities that have become associated with rewards.

Social Comparison Theory

A concept that people evaluate their own abilities and opinions by comparing themselves to others.

Introspection

The process by which a person examines the contents of his or her mind and mental states.