When Building Quality into Services, Managers Should

question 179

Multiple Choice

When building quality into services, managers should:

• A) Not worry about training because people will learn by experience.
• B) Spend all of their time watching employees to make sure that they do things right every time.
• C) Require employees to check with managers before attempting to correct any problem.
• D) Empower employees by giving them the authority to satisfy customers' needs without always checking with a supervisor.
• E) None of these alternatives is correct.

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Definitions:

Assertiveness

The quality of being self-assured and confident without being aggressive, crucial for effective communication and respecting one’s own rights while acknowledging those of others.

Functional Conflict

Conflict that supports the goals of the group, improves its performance, and is a healthy and constructive disagreement.

Cognitive Origin

Relates to the mental processes involved in the acquisition of knowledge, understanding, and perception.

Fixation

An obsessive focus or attachment to a person, concept, or object that inhibits growth or change.