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Question
Place the following steps in the service culture process in their proper order from the first step (#1) to the last step (#5).
___ Service oriented leadership behaviors modeled by managers
___ Unit sales improve
___ Employees begin exhibiting service oriented behaviors
___ Service culture develops as employee attitudes change
___ Customer satisfaction increases
Answer
This answer is hidden. It contains 364 characters.
Related questions
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(p. 367) _____ means that members receive rewards that are dependent on both their team's performance and how well they perform as individuals.
A. Task interdependence
B. Hybrid outcome interdependence
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D. Member ability
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(p. 361) Which of the following observations about member conscientiousness is true?
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B. Correcting a team member who has high conscientiousness will result in interpersonal conflicts.
C. A team member with low conscientiousness will have a positive effect on other team members.
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B. No. Absolutely not. Teams must have dissenters, questioners, and confrontational individuals in order to succeed.
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Q:
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A. additive tasks
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C. subjunctive tasks
D. disjunctive tasks
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Q:
(p. 361) In tasks with an objectively verifiable best solution, the member who possesses the highest level of the ability relevant to the task will have the most influence on the effectiveness of the team. These types of tasks are called _____.
A. additive tasks
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Q:
(p. 358) Which of the following statements about leader-staff teams is false?
A. The members are bound to follow their duties and do not have any scope for improving their performance.
B. The responsibilities of the leader and the rest of the team are distinct.
C. The leader makes decisions for the team and provides direction and control over members.
D. The members perform assigned tasks and cannot choose their own tasks.
E. The members have some latitude with respect to the behaviors they exhibit.
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B. Intuition
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A. Programmed
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A. reinforcement.
B. production process.
C. attention process.
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A. Continuous
B. Fixed interval
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A. Variable ratio schedule
B. Fixed interval schedule
C. Continuous schedule
D. Variable interval schedule
E. Fixed ratio schedule
Q:
(p. 242) In general, _____ and _____ should be the most common forms of reinforcement used by managers to create learning among their employees.
A. punishment; extinction
B. negative reinforcement; extinction
C. punishment; negative reinforcement
D. positive reinforcement; negative reinforcement
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Q:
(p. 241) Jackson High School introduced a scholarship of $1,000 for students who maintain 100 percent attendance. This is an example of using _____.
A. positive feedback
B. negative feedback
C. punishment
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Q:
(p. 241) A manager suspends one of his subordinates for showing up to work late. This is an example of:
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B. punishment.
C. negative reinforcement.
D. extinction.
E. neutral reinforcement.
Q:
(p. 75) The independent forms model of withdrawal argues that the various withdrawal behaviors are uncorrelated with one another, occur for different reasons, and fulfill different needs on the part of employees.
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(p. 72) When employees engage in moonlighting, they use work time and resources to complete something other than their job duties, such as assignments for another job.
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(p. 71) Loyalty is defined as an active, constructive response to a negative work event in which individuals attempt to improve the situation.