Zappos and Amazon Focus on Customer Service

question 66

Multiple Choice

Zappos and Amazon focus on customer service.What purpose does this serve in terms of attaining behavioral control?

• A) It uses culture to sustain their primary source of competitive advantage.
• B) It uses rewards and incentives to sustain corporate culture.
• C) It demonstrates to employees the importance of articulating explicit goals and objectives.
• D) It gives management more control over employees.

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Definitions:

Tungsten Filament

A thin wire made of tungsten used as the light-emitting component inside incandescent light bulbs.

Unmarried

The state of not being married or not having entered into a marital union.

Metaphorical

Pertaining to or characteristic of a metaphor; using a figure of speech in which a word or phrase is applied to an object or action to which it is not literally applicable.

Cabaret

A form of entertainment featuring music, song, dance, recitation, or drama, often performed in a restaurant or nightclub setting.