The term "time compression" refers to the phenomenon that a server tends to speed up the service process if the waiting line exceeds some critical number of customers

UPS saw a 35% drop in injuries in 2006. They changed their culture to value and reward workplace safety. As an added benefit, they also saw

a. a significant reduction in customer complaints. b. a reduction in turnover among employees. c. higher overall costs, but more satisfied employees. d. a flood of new applicants for few positions.

Because rumors and criticism can spread around the world in a matter of minutes, how should companies handle comments on social media sites?

A) Companies should respond on a case by case basis. B) Companies should respond only to positive comments. C) Companies should respond only to negative comments. D) Companies should consult the legal department and other experts before responding to comments. E) Companies should respond using the direct format for messages.