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Author Question: A service profit chain is the service sequence from employees to customers to profit. Indicate ... (Read 108 times)

fox

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on: Jul 6, 2018
A service profit chain is the service sequence from employees to customers to profit.
 
  Indicate whether the statement is true or false.

Question 2

Workplace violence is a difficult problem for managers to handle. Managers can take anticipatory steps to control workplace violence. Provide a few suggestions.
 
  What will be an ideal response?


rnehls

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Reply #1 on: Jul 6, 2018
Answer to Question 1

Answer: TRUE

Answer to Question 2

Answer: Managers can implement feedforward control as a preventive measure. Some of the feedforward control measures include the following:
a. Identify potential problems by observing how employees treat and interact with each other.
b. Use careful prehiring screening.
c. Train employees about how to avoid danger if the situation arises.
d. Enforce organizational policy that any workplace rage, aggression, or violence will not be tolerated.


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