The reason for talkative women to be thought as less capable and pushy compared to their counterparts. To also determine if this perception would change with more female managers in the top level of an organization. Introduction: Manager is the person who is responsible for handling the resources in such a way that the organization's goals are achieved. Diversity- There are many ways in which each and every employee in an organization differs. It could be cultural, sex, geographic, etc. This is termed as diversity.

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If every “customer contact is referred to as a moment of truth,” then each of these moments of truth provides you the opportunity to satisfy or even dissatisfy your customer (Bordoloi, p. 142). In the service industry, customer satisfaction “can be defined by comparing perceptions of service received with expectations of service desired” (Bordoloi, p. 142). When your customer's “expectations are exceeded, service is perceived to be of exceptional quality” (Bordoloi, p. 142). When your customers “expectations are not met; however, service quality is deemed unacceptable” (Bordoloi, p. 142). Therefore, “when expectations are confirmed by perceived service, quality is satisfactory” (Bordoloi, p. 142). Please review Figure 6.1, “Perceived Service Quality,” on p. 142, which graphically represents these expectations, including word of mouth, personal needs, and past experience. As we consider that “quality begins with the design of the service delivery system,” explain what this will look…

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Chapter 9, Problem 10DQ

Summary Introduction

To Determine:

The reason for talkative women to be thought as less capable and pushy compared to their counterparts. To also determine if this perception would change with more female managers in the top level of an organization.

Introduction:

Manager is the person who is responsible for handling the resources in such a way that the organization's goals are achieved.

Diversity- There are many ways in which each and every employee in an organization differs. It could be cultural, sex, geographic, etc. This is termed as diversity.

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If every “customer contact is referred to as a moment of truth,” then each of these moments of truth provides you the opportunity to satisfy or even dissatisfy your customer (Bordoloi, p. 142). In the service industry, customer satisfaction “can be defined by comparing perceptions of service received with expectations of service desired” (Bordoloi, p. 142). When your customer's “expectations are exceeded, service is perceived to be of exceptional quality” (Bordoloi, p. 142). When your customers “expectations are not met; however, service quality is deemed unacceptable” (Bordoloi, p. 142). Therefore, “when expectations are confirmed by perceived service, quality is satisfactory” (Bordoloi, p. 142). Please review Figure 6.1, “Perceived Service Quality,” on p. 142, which graphically represents these expectations, including word of mouth, personal needs, and past experience. As we consider that “quality begins with the design of the service delivery system,” explain what this will look…

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