Author Question: According to the perceived-control perspective, which of the following statements is true? A) If a ... (Read 224 times)

erika · **on:** Jun 28, 2018

According to the perceived-control perspective, which of the following statements is true?
A) If a firm is due to make changes in its operation that will have an impact on consumers, it is important to not tip off consumers that the changes are coming.
B) The more service providers concede control to customers, the higher their job satisfaction.
C) When considering strategies to increase consumer and employee control, it is equally important for the service firm itself to maintain control of the service experience.
D) When consumers experience cognitive control, the effect is not the same as that achieved by behavioral control.
E) Predictability provides behavioral control.

Question 2

Which of the following is one of the five basic questions that a good mission statement should answer?
A) Who are our competitors?
B) What is our market position?
C) What is our operating philosophy?
D) What are our opportunities?
E) Where have we been?