Author Question: Discuss the three sources of conflict for boundary-spanning service ... (Read 141 times)

appyboo · **on:** Jun 28, 2018

Discuss the three sources of conflict for boundary-spanning service workers.

Question 2

To be successful, firms must move potential customers beyond mere interest in the product. Good promotion will stimulate __________ by convincing potential customers of the product's superiority and its ability to satisfy specific needs.
A) dedication
B) investigation
C) attention
D) action
E) desire

eliasc0401 · **Reply #1 on:** Jun 28, 2018

Answer to Question 1

Boundary spanners face three main sources of conflict: person/role conflicts, organization/client conflicts, and inter-client conflicts. With person/role conflicts, there is a bad fit between an individual's self-perception and the specific role the person must play in an organization. A more salient conflict for most front-line workers is the conflict between their two bosses the organization and the client. This organization/client conflicts arises when a customer requests services that violate the rules of the organization. Inter-client conflicts arise because of the number of clients who influence one another's experience. This occurs most often when the service worker is serving multiple clients at the same time.

Answer to Question 2

E