If the Objective Is to Increase Customer Satisfaction, Then Incentive

question 9

True/False

If the objective is to increase customer satisfaction, then incentive programs and merit pay might be used to pay for performance.

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Definitions:

Human Relations Approach

A management perspective that emphasizes the importance of understanding human motivations, needs, and relationships in the workplace.

Organisational Behaviour

A field of study that investigates how individuals, groups, and structure affect and are affected by behavior within organizations, aiming to apply such knowledge toward improving an organization's effectiveness.

Individuals and Groups

Refers to the study and understanding of how people behave and interact within a group setting in organizational contexts.

Maslow's Theory

A psychological framework proposing a hierarchy of human needs, from basic (physiological) needs to higher-level needs like self-actualization, influencing motivation.