Author Question: When service employees are laboring at the maximum end of the discretionary effort scale, customers ... (Read 106 times)

tsand2 · **on:** Jun 29, 2018

When service employees are laboring at the maximum end of the discretionary effort scale, customers are likely to hear employee mutterings such as I do not know, I only work here..

Indicate whether the statement is true or false

Question 2

A man turns on a spigot, splashes hot water into a sink, squirts Joy liquid into a dishpan full of glassware, swirls a cloth around, and brings out sparkling glasses. He then begins talking with someone off-camera about how good the glasses will look for tonight's party and how great Joy works. The strong visual effect demonstrates that, on television, words do not stand alone.
a. True
b. False
Indicate whether the statement is true or false