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[sushi] A Michelin-stared restaurant called SushiYama that specializes in raw fish sashimi serves a large group of 16 food critics one night. 13 out of the party go home with food poisoning that leaves them bedridden. If the incident is publicized, it will lead to the restaurant’s closure. According to the Disney model of recovery, what kind of approach to service recovery should SushiYama take?

[evangelist] Within the context of social media, an “evangelist” is an online user who

[commuters] Many commuters in New York install radio frequency identification (RFID) devices on their cars that can be read automatically as they approach a toll booth. This saves time, improves traffic flow, and means drivers don’t need to keep exact change in their cars. It also offers New York authorities the opportunity to manage traffic flow by charging different toll amounts for different times of day, such as charging a higher toll for morning and afternoon rush hour periods. This pricing strategy is referred to as

Transactional leadership encompasses all but one of the following. Which one?

According to Herzberg’s theory, ________ needs refer to the nature and challenge of one’s work.

Andre’s first job was in a door-to-door sales company with very rigid processes that, in retrospect, restricted his job satisfaction and his success as a salesman. Now that Andre is the owner and operator of his own business, he wants his employees to feel like they have a voice while simultaneously saving time and money. Which of the following principles should Andre follow?

Which of the following is true of House’s path-goal theory?

In McClelland’s acquired needs theory,

Sarah and Bill were recently hired at the local manufacturing plant. Before being hired, they were interviewed by the team members with whom they were going to work. The team contained members from various areas of the manufacturing process. As part of the training process, Sarah and Bill met the other team members a number of times, and learned how to perform several administrative tasks, including scheduling work assignments for the team. Sarah and Bill’s new team is an example of a ________.

What helps explain the reality that two managers who each possess similar traits and behaviors may not be equally effective leaders in all situations?