Entrepreneurs use SWOT analyses to find competitive advantages

Brenda works at a car repair center. On Tuesday she received a call from a distraught long-time customer, Stefan, who needed his car repaired quickly so he could take his son to college. After carefully listening to Stefan, Brenda made sure to address him by name as they worked out a plan. Which aspect of service quality is Brenda using in her response?

Which of the following strategies should managers avoid when designing orientation programs?

A) reducing paperwork to minimize information overload B) alternating heavy information with lighter presentations C) scheduling informal meetings between new hires and immediate supervisors D) matching each new employee with a "buddy" based on job similarity rather than personality compatibility