________ is a person's belief about his or her chances of successfully completing a task.
A) Core self-evaluation
B) Self-efficacy
C) Self-esteem
D) Self-expectation
E) Self-expectancy
Answer: B) Self-efficacy
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Which of the following best suggests how to handle customer complaints?
a. Concentrate on the factual content of the complaint, rather than on the feelings of the complainer. b. Operate on the assumption that the customer is never wrong. c. Pass the customer from department to department until the customer gives up. d. Offer explanations and alternatives when the complaint cannot be resolved as requested. e. Let the customer see how angry you are, but finally give the customer what he or she wants.
As production workers become better organized and more familiar with equipment, the average cost per unit decreases. This is called the ________
A) demand curve B) experience curve C) skimming cost D) penetration cost E) marginal utility