Which of the Following Is NOT One of the Five

question 163

Multiple Choice

Which of the following is NOT one of the five categories of individual behaviour in organizations that is discussed in your text?

• A)Task performance.
• B)Organizational citizenship.
• C)Counterproductive work behaviours.
• D)Obeying orders.
• E)Joining and staying with the organization.

Identify strategies for integrating customer feedback into managerial decisions to enhance service quality.

Recognize the importance and methods of maintaining a clean and professional appearance (tangibles) in service delivery.

Understand the concept of service gaps and strategies for mitigating them.

Appreciate the role of technology in improving service delivery and fulfilling customer expectations.

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Definitions:

Wage Rate

The standard amount of payment or compensation given to employees for their services per hour, day, or unit of production.

Statistical Discrimination

A practice where individuals are judged and treated based on statistical averages of their group rather than their own specific attributes or actions.

Hiring Decisions

The process of evaluating and selecting candidates for employment in an organization, based on various criteria such as skills, experience, and fit.