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When an Employee at Fun Bay Resorts Hears a Customer

question 67

Multiple Choice

When an employee at Fun Bay Resorts hears a customer complain,he or she is authorized to record the issue and take the necessary actions to resolve the issue.This strategic reaction to customer complaints shows Fun Bay Resorts' emphasis on _____ as a determinant of service quality.


Definitions:

Social Learning Theory

A theory that posits individuals learn new behaviors and attitudes through observation of others and interactions within their social context.

Alderfer's ERG Theory

A human needs theory in organizational behavior that categorizes human needs into three groups: Existence, Relatedness, and Growth.

Diminishing Marginal

refers to the principle in economics where each additional unit of input results in a smaller increase in output, commonly applied in the context of production and utility.

Marginal Productivity

The additional output produced as a result of employing one more unit of a factor of production.

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