You are a purchasing manager in a large firm and are responsible for deciding on and ordering the appropriate software program that allows the user to prepare and edit letters and store them on a computer memory stick. Which type of program will you order?

Which of the following is NOT an example of a service encounter?

A) a nurse listening to a patient's heart rate B) a potential customer using a search engine to locate a business C) a customer checking into a hotel D) a student attending a tutoring session E) a mechanic telling a customer what is wrong with his car

When a person experiences stress due to gender-related unwanted communication or contact, she is likely experiencing which of the following:

A) role conflict. B) quantitative underload. C) role ambiguity. D) sexual harassment.