During a service recovery effort, the employee was very empathetic to the customer's plight and agreed to replace the defective product. However, it took three months for the replacement product to show up, which was much later than the customer had anticipated. As a result, the recovery effort violated the customer's ____ justice need.
A) social
B) procedural
C) interactional
D) distributive
E) ethical
Question 2
At WainPort Industries, the firm's senior managers approach marketing implementation with the belief that marketing strategy should be developed at the top of the organization and then transmitted to lower levels where frontline managers and employees implement it. What implementation approach is being used at WainPort?
A) implementation by command
B) implementation through threats
C) implementation as consensus
D) implementation through change
E) implementation by expectations
The first step in field recovery involves surveying the site, sometimes with special equipment.
Josiah Wedgwood, Queen's Ware dinner service (detail).
Example of an employee performance evaluation form.
Example of an employee performance evaluation form Cont
After checking for stored diagnostic trouble codes (DTCs), the wise technician checks service ...
Fluorescence recovery after photobleaching (FRAP)