Melissa, a Manager in the Customer Service Division of a Company

question 46

Multiple Choice

Melissa, a manager in the customer service division of a company, usually makes decisions to resolve customer complaints based on her previous experiences and the standard procedures set by the company. The type of decision being made by Melissa is known as a _____ decision.

• A) unstructured
• B) tactical
• C) nonrecurring
• D) programmed
• E) unique

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Definitions:

Self-Determination Theory

A theory of motivation proposing that people are most motivated and function optimally when they feel that they have autonomy, competence, and relatedness.

Implicit Motives

The unconscious desires, preferences, and needs that influence behavior and decision-making.

Approach Motivation

The drive to move toward, or to seek out, positive and rewarding experiences or outcomes.