Organizations Attempt to Reduce the Inconsistency of Service Delivery Through

question 107

Multiple Choice

Organizations attempt to reduce the inconsistency of service delivery through

• A)higher incentives to employees for satisfactory performance.
• B)pay reductions and demotions for poor employee performance.
• C)the reduction of customer contact points in the service delivery process.
• D)standardization and training.
• E)employing technology.

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Definitions:

Theory Y

A management theory holding that employees are self-motivated, seek responsibility, and can solve work problems creatively.