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To improve customer service in its overseas call center, Bell Software decided to investigate the call center practices of competing companies. The team discovered that a smaller company, Bumblebee Software Inc., seemed to have outstanding customer service. The team then determined differences between the organizations and developed a plan to incorporate the best elements of Bumblebee into Bell. This illustrates
Locus of Control Scale
A psychological measurement that assesses an individual's belief about the factors that control their life outcomes, ranging from internal to external.
Defensive Car-Driving
Defensive car-driving involves operating a vehicle in a manner that seeks to prevent accidents or harm by anticipating potential hazards and making proactive adjustments.
Manipulative Strategies
Tactics used to influence or control others' behaviors or perceptions for personal gain.
External-Unstable Attribution
An attribution where an individual believes an event is caused by changeable, external factors.
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