To Improve Customer Service in Its Overseas Call Center, Bolt

question 107

Multiple Choice

To improve customer service in its overseas call center, Bolt Smartphones decided to investigate the call center practices of competing companies. The team discovered that a smaller company, Grasshopper Phones 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 Grasshopper into Bolt. This illustrates _____.

• A)environmental dynamism
• B)benchmarking
• C)strategic maneuvering
• D)cooperative action
• E)forecasting

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Definitions:

Organizational Expenses

Costs associated with forming a corporation, partnership, or other types of entities, such as legal fees and state filing fees.

Common Stock

A type of security that signifies a share of ownership in a corporation, known as corporate equity ownership.

Issue Price

The price at which a new security is offered to the public for sale when it is issued.

Par of Common Stock

The stated face value of a common stock as specified in the corporate charter, which has little relation to the stock’s market value.