16) The system of identifying issues, determining alternatives for dealing with them, then selecting and monitoring a strategy for resolution is known as _____.

win-win situation.

problem solving

disparate treatment.

saying "yes"

17) The way a person typically acts or reacts under certain circumstances is known as _____.

behavioral stereotyping

primary behavior pattern

personal profile

service characteristic

18)The way someone views an item, situation, or others is called a(n) ____.

bias

perception

stereotype

inflection

19.To be effective in dealing with others, service providers should _____.

use negative feedback as needed and strive to adopt the beliefs of others

ignore the power of values and beliefs and treat everyone alike

be open-minded and accept that someone else may have a different belief system

think of their own value system as better than that of someone else

20)Tom, a customer care executive, receives an order of 25 personal computers from a customer who wants the goods to be delivered to him in two days. Tom needs to inform the customer of that there will be a delay in shipping goods in bulk in such a short span of time. In order to maintain trust, Tom should _____.

update the customer regarding the delay as per his own convenience

update the customer only when they inquire about the delay in the shipment

update the customer only when he or she raises a complaint regarding non-receipt of goods

update the customer regularly and keep the customer informed of any further delay

21)When communicating with a customer via e-mail, you should _____

rely on e-mail for both formal and informal correspondence

use jargon, slang, and emoticons to set a friendly mood

use both upper and lowercase letters

use lengthy and detailed sentences

22)When communicating with diverse customers, which of the following is a suggested strategy?

As a rule, use male-oriented personal pronouns

Verbally identify customers as "handicapped" or "disabled"

Be very careful when using gestures

Add in lots of remarks and jokes

23)Which of the following benefits does technology bring to employees?

It frees them from reassignment or dismissal.

It frees them from mundane tasks.

It reduces their stress levels.

It reduces staff costs and overhead.

24)Which of the following best defines diversity?

It refers to the characteristics, values, beliefs, and factors that make people different, yet similar.

It refers to the long-term appraisals of the worth of an idea, person, place, thing, or practice held by individuals, groups, or cultures.

It refers to the way that cultures view propriety of dress and conduct.

It refers to the perceptions or assumptions that individuals or cultures maintain.

25).Which of the following is a distinct advantage of using technology in organizations?

With the advent of technology, employees are seldom required to be trained or retrained.

By adopting superior technology, organizations do not face any challenges during a low-unemployment period.

Staying on top of competition with technology is relatively inexpensive and cost-effective.

Information and services can be provided on demand to customers and a worldwide customer base can be developed. \

26)Which of the following is a good strategy for effectively handling demanding customers?

Be professional and respect the customer.

Avoid addressing the customer using his or her name.

Accommodate every wish of the customer.

Retaliate verbally when the customer becomes unreasonable.

27)Which of the following is a poor example of fostering solid customer relationships?

Waiver of transaction charges charged by financial institutions.

Complementary Wi-fi Internet access to customers in a hotel.

Complementary air and water for vehicles at gas stations.

Restocking fees charged by online retailers for returned items.

28)Which of the following is a suggested strategy for preventing dissatisfaction and promoting problem solving?

Give in to the whim and request of every customer.

Think like the customer and act accordingly.

Refrain from going the extra mile to provide exemplary service.

Always sympathize with the customer just to make them feel better.

29) Which of the following is an easy way to show respect to customers?

Return calls or mail messages at your own convenience.

Avoid eye contact with the customer lest he or she is offended.

Stop talking when the customer begins to speak.

When addressing a customer, always use his or her first name.

30) Which of the following is an example of ethical behavior?

Misleading a customer about warranty coverage in order to make a sale.

Providing nonstandard parts, but charging for factory parts.

Providing or substituting an expensive product for an inferior one.

Reporting a theft carried out by another employee.

Suppose that a food processing plant and a chemical factory are located close to each other on the banks of a river. The chemical factory uses the river to discharge its emissions. The food processing plant (located somewhere downstream) suffers damages from the emissions as it requires clean water for its operations. Assuming MAC = 240-2E and MD = 3E, answer the following questions. Draw this diagram before answering the questions below. You will be asked to upload the diagram at the end of this assignment.

1. If the chemical factory has the right to use the river ( or has the property right,

(i) what amount of emissions is it likely to choose when there is no bargaining yet?

(ii) what amount of emissions is it likely to choose when they reach a bargaining equilibrium?

(iii) what is the net gain to the chemical factory in the bargaining equilibrium ( i.e from bargaining compared to the situation where they do not bargain)? Remember net gain/benefit means total benefits - total costs.

(iv) what is the net gain to the food processing plant in the bargaining equilibrium ( i.e from bargaining compared to the situation where they do not bargain)? Remember net gain/benefit means total benefits - total costs.

1. (20 points) You are the manager of a firm that produces products X and Y at 0 marginal cost. You know that different types of consumers value your two products differently, but you are unable to identify these consumers individually at the time of the sale. In particular, you know there are three types of consumers (1000 of each type) with the following valuations Consumer Type Good X Good Y 1 $90 $60 2 $70 $140 3 $40 $160 (5 points) What are your firm's maximum profits under separate pricing? b. (5 points) What are your firm's maximum profits under pure bundling? (6 points) What are your firm's profits if you charge $210 for a bundle containing 1 unit of product X and 1 unit of product Y but also sell the products individually at a price of $90 for product X and $169 for product Y? . (4 points) Which strategy is optimal from profit perspective