Services Marketing Managers Have Learned That More Employees Will Support

question 71

Multiple Choice

Services marketing managers have learned that more employees will support a quality-oriented process if

• A)they are involved in setting the goals.
• B)perishable services are replaced with tangible services.
• C)they are required to diverge from existing standards.
• D)customers are responsible for setting service quality standards.
• E)the process involves both part-time and full-time employees.

Grasp the concept of scientific management and its influence on modern management.

Recognize the importance of efficiency and quality in operational approaches to management.

Appreciate the interdisciplinary nature of management and its contribution to the complexity of management theory.

Understand the importance of legacy and good management principles in long-term business success.

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Definitions:

Stanley Milgram

An American social psychologist best known for his controversial experiments on obedience to authority conducted in the 1960s.

Obedience

The act of following orders or instructions, usually from an authority figure, without questioning.

Foot-In-The-Door Technique

A strategy designed to gain a favorable response to a small request at first, with the intent of making the person more likely to agree later to a larger request.

Compliance Strategy

Techniques designed to persuade or influence others to agree with one's requests, rules, or desires.