Quiz March 6th Name __________________1. In terms of customer service the olive garden _______ and AOL _______. a. sucks, rocks b. rocks, sucks c. rocks, rocks d. sucks, sucks2. __________ occurs when employees are given the power in their jobs to do the things necessary to satisfy and make things right for customers. a. Empowerment b. Servant Leadership c. Compensation d. High Turnover3. Which of the following is NOT one of the costs of high turnover? a. recruiting b. lost customers who were loyal to fired employee c. training d. improved employee morale4. If I view employees as unreliable and thus must be closely supervised and controlled and given economic inducements to perform properly. I am probably using _________ tomotivate. a. Hierarchy of needs b. Theory X c. Theory Y d. Expectancy Theory5. Which of the following teams won the “Civil War” basketball game over the weekend? a. LA Lakers b. Charlotte Bobcats c. OSU Beavers d. Portland
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