Service Employees on the Front Line Often Face Difficulties When

question 51

Multiple Choice

Service employees on the front line often face difficulties when dealing with customers.Marketing managers can help address these difficulties by

• A) providing emotional support to service providers.
• B) making sure service providers have the tools they need to do their jobs.
• C) ensuring conflicting organizational goals are resolved before the conflicts reach the front line employees.
• D) providing rewards for excellent service.
• E) All of these.

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Definitions:

Commercial Banks

Commercial banks are financial institutions that accept deposits, offer checking account services, and make loans to individuals and businesses.

Reserve Requirements

Regulations set by central banks determining the minimum amount of reserves that must be held by a commercial bank.

Checkable Deposit Liabilities

These are bank account deposits that are immediately available to make payments and transfers, typically seen in checking accounts.

Excess Reserves

Funds that banks hold over and above the required minimum reserves set by the central bank, available for lending or investment.