According to the textbook, people at the lower levels of the hierarchy have power from _____
a. their ability to support or resist
b. their ability to bring people at other levels together
c. their ability to define the organization's direction and way of operating
d. all of the above
a
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Government is mainly concerned with all of the following roles EXCEPT
a. making a profit. b. regulating utilities. c. hiring public employees. d. providing services to citizens.
A recent consumer survey conducted for a car dealership indicates that, when buying a car, customers are primarily concerned with the salesperson's ability to explain the car's features, the salesperson's friendliness, and the dealer's honesty
The dealership should be ESPECIALLY concerned with which determinants of service quality? A) communication, courtesy, and credibility B) competence, courtesy, and security C) competence, responsiveness, and reliability D) communication, responsiveness, and reliability E) understanding/knowing customer, responsiveness, and reliability