___________________is the practice of having service managers ...

[james0929]

___________________ is the practice of having service managers spend time in the trenches for the purpose of detecting when service recovery efforts may be needed.
 Fill in the blank(s) with correct word

Question 2

Understanding the concept that virtual identities are indeed real to consumers can help consumer-minded businesses and organizations cater better to customer wants.
 a. True
  b. False
 Indicate whether the statement is true or false

[carlsona147]

Answer to Question 1

Management by Walking Around

Answer to Question 2

True

[james0929]

Great answer, keep it coming

[xthemafja]

Thanks for the timely response, appreciate it