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:

Two-factor Theory

A concept in psychology proposed by Schachter and Singer, suggesting that emotion arises from physiological arousal followed by a cognitive interpretation of that arousal.

Attracted

Feeling drawn or held towards something or someone, typically due to qualities found appealing.

Drug

Any substance that causes a change in an organism's physiology or psychology when consumed, often used in the context of medication or recreational substances.

Ekman's Work

The research conducted by psychologist Paul Ekman, primarily focusing on the universality of facial expressions and their relation to emotions.