Organizations use customer appraisal because it demonstrates a commitment to the customer and...
Question:
Organizations use customer appraisal because it demonstrates a commitment to the customer and holds employees accountable. Indicate whether this statement is true or false.
Customer Appraisal:
Customer appraisal refers to allowing a company to evaluate and give comments on its products or services. Modern business practices customer appraisal the highest ever. It is a crucial business strategy also. Customers need to provide written feedback on the company and its customer service.
Answer and Explanation:
The statement is TRUE.
Customer appraisal contributes to a company's business success. Modern companies give values to their customers; try to understand their needs, resolve their challenges. By doing this, they try to demonstrate a commitment to their customer. This action also helps companies hold their employees accountable in their work and apply it during employee performance evaluations.
Ask a question
Our experts can answer your tough homework and study questions.
Ask a question Ask a questionSearch Answers
Learn more about this topic:
Get access to this video and our entire Q&A library
Performance Appraisal and 360 Feedback
from
Chapter 13 / Lesson 13
20K
Performance appraisals are often used by supervisors to assess employee job performance and provide feedback for improvement. Learn about four main types of job appraisals: top-down appraisal, management by objectives, self-assessment, and 360-degree feedback for employees.
Related to this Question
- The evidence indicates that satisfied employees increase customer satisfaction and loyalty. Indicate whether the statement is true or false.
- A PEO handles a client's payroll, Social Security payments, and unemployment insurance, but recruiting and hiring remain the responsibility of the client. Indicate whether this statement is true or false.
- In an organization's general environment, the organization transacts business with customers, suppliers, and workers. Indicate whether the statement is true or false.
- Employees of transformational leaders tend to be more committed to their organizations. Indicate whether this statement is true or false.
- Organizations influence their employees to volunteer. Indicate whether the statement is true or false.
- Employee feedback programs are designed to let employees evaluate their superiors. Indicate whether this statement is true or false.
- Customers are a component of an organization's task environment. Indicate whether the statement is true or false.
- "Employees have to trust supervisors to treat them fairly and supervisors have to trust employees to fulfill their responsibilities conscientiously." Indicate whether the statement is true or false.
- When customers shop for value, they also consider the company's stance on social responsibility. Indicate whether the statement is true or false.
- Performance appraisals are undertaken before an employee is hired to help the employer screen candidates. Indicate whether the statement is true or false.
- Employees categorized as citizens demonstrate the highest levels of organizational commitment and behave in an active, constructive manner. Indicate whether this statement is true or false.
- The self-serving bias suggests that feedback provided to employees in performance reviews is very likely to be distorted by recipients. Indicate whether the statement is true or false.
- Job evaluations are used to determine the pay scale of all employees in an organization from hourly workers to the CEO. Indicate whether this statement is true or false.
- Organizational commitment is an attitude that is reflected in turnover. Indicate whether the statement is true or false.
- Organizational structures are a way to focus the activities of employees. Indicate whether the statement is true or false.
- Psychological contracts reflect employees' beliefs about what they owe the organization and what the organization owes them. Indicate whether this statement is true or false.
- In a 360-degree review, the supervisor, peers, the employee, and other key employees evaluate the employee's performance. Indicate whether the statement is true or false.
- Vision and mission statements inform managers and employees of the firm's direction. Indicate whether the statement is true or false.
- CRM focuses on making sure that customers feel that their concerns are being heard and addressed. Indicate whether the statement is true or false.
- Customer service, like sales is a direct connection with the customer. Indicate whether the statement is true or false.
- Indicate whether the statement is true or false. \\ Truly customer-oriented companies seek to go beyond customer satisfaction, striving for customer astonishment.
- With a divisional structure by customer, an organization can effectively cater to the requirements of clearly defined customer groups. Indicate whether the statement is true or false
- Employees are more accepting of changes when they are committed to the organization as a whole. Indicate whether the statement is true or false.
- True or false? Sales managers use sales reports, personal observations, and customer surveys to assess the performance of sales force members.
- Pay-for-performance has little effect on employees' effort level and commitment to the organization. Indicate whether this statement is true or false.
- Employees who self-promote receive lower performance evaluations than employees who ingratiate. Indicate whether the statement is true or false.
- In order for organizations to survive successfully, managers must create a customer-responsive organization. Indicate whether the statement is true or false.
- True or false? Typically, in organizations that demonstrate a strong commitment to customer service, the status quo is acceptable.
- Responsibility means employees report back to whoever empowered them. Indicate whether the statement is true or false.
- Customer service rewards for salespeople are typically individual-based, team-based, or plant-based. Indicate whether this statement is true or false.
- The purpose of a company ethics hotline is usually to give employee suggestions about how far they can go to deceiving customers. Indicate whether the statement is true or false.
- Customer service workers are advised to engage in shallow rather than deep acting to deal better with customers. Indicate whether the statement is true or false.
- Employees who believe they were treated fairly tend to have higher employee commitment, enhanced satisfaction with the organization and their jobs, and exhibit organizational citizenship behaviors. Indicate whether this statement is true or false.
- Conscientious employees are more likely than non-conscientious employees to engage in day-to-day psychological and physical withdrawal behaviors. Indicate whether this statement is true or false.
- Actions that can foster employee engagement include getting a sense of accomplishment from working at the firm Indicate whether this statement is true or false.
- Because organizational employees get paid, they are not considered to be a part of the stakeholders of the organization. Indicate whether the statement is true or false.
- Gap 1 shows that there can be a difference between actual customer expectations and management's idea or perception of customer expectations. Indicate whether the statement is true or false
- Employees should be engaged by providing them with reasons and methods to satisfy customers and then rewarded for appropriate behavior. Indicate whether this statement is true or false.
- Total quality management (TQM) encompasses a commitment from employees at all levels to continually strive to make improvements and satisfy customers. Indicate whether the statement is true or false.
- Service work involves direct verbal or physical interaction with customers. Indicate whether this statement is true or false.
- The identity of non-management workers is associated with their organization or their profession. Indicate whether the statement is true or false.
- "In general, the smaller the organization, the fewer responsibilities each HRD employee will have." Indicate whether the statement is true or false.
- Indicate whether the following statement is true or false: A company's accounts receivable is money owed to it by its customers.
- Organizations help employees adapt to the culture through socialization. Indicate whether the statement is true or false.
- "A union contract outlines the work agreement between an employer and non-union employees." Indicate whether the statement is true or false.
- The structure of job analysis questionnaires eliminates the possibility of employees exaggerating their tasks and responsibilities. Indicate whether this statement is true or false.
- Studies suggest that firms that support their employees' career development are rewarded with employee commitment and longer retention rates. Indicate whether this statement is true or false.
- Managers who receive feedback from subordinates who identify themselves view the upward appraisal process more negatively than do managers who receive anonymous feedback. Indicate whether this statement is true or false.
- Desired behaviors may be appropriate as evaluation criteria because if they are recognized and rewarded, employees tend to repeat them. Indicate whether this statement is true or false.
- Customer value arises from the similarity of products to others, the product is low priced, and the ability of the organization to respond to customer needs. Indicate whether the statement is true or false.
- A firm's reputation and its employees are both tangible resources. Indicate whether the statement is true or false.
- Indicate whether the statement is true or false. Customer closeness engenders loyalty.
- True or false? Salespeople represent customers to a company and represent a company to customers.
- Indicate whether the statement is true or false. Although managers are likely to create employee performance appraisal forms and processes, it is the HR department that actually assesses employee performance.
- True or False: Within the balanced scorecard, customer service indicators measure information such as employee retention and satisfaction.
- The more organizations use objective criteria in the appraisal, the greater the likelihood that an employee can get away with politicking. Indicate whether the statement is true or false.
- Research suggests that emotional labor can sometimes be avoided if the worker learns to recognize the emotions of a customer, client, or patient. Indicate whether the statement is true or false.
- Very few 360-degree feedback systems ask the employee to provide ratings of his/her own performance. Indicate whether this statement is true or false.
- As a strategy to increase productivity, employee engagement, and better customer service, organizations are paying higher than competitors' wages. Indicate whether this statement is true or false.
- The organization's internal context refers to patterns of employee behavior. Indicate whether the statement is true or false.
- Employees who think HR practices are established to improve performance and benefit workers reciprocate these feelings with greater commitment and performance. Indicate whether the statement is true or false.
- Non-exempt employees are categorized as an executive, administrative, professional employees, and outside salespersons. Indicate whether this statement is true or false.
- Staff managers are authorized to issue orders to subordinates and are directly in charge of accomplishing the organization's basic goals. Indicate whether this statement is true or false.
- Co-determination means employees have the legal right to a voice in setting company policies. Indicate whether this statement is true or false.
- While an organization's culture builds a sense of identity for employees, it has little effect on their commitment to the organization's mission or purpose. Indicate whether the statement is true or false.
- When implementing an employee attitude survey, it is important to tell employees what managers plan to do with the information. Indicate whether this statement is true or false.
- Recognition programs appear to work at cross-purposes with employee engagement. Indicate whether the statement is true or false.
- A manager must coordinate and oversee the work of other people so that organizational goals can be accomplished. Indicate whether the statement is true or false.
- Indicate whether the following statement is true or false: Feedback to employees is very important in enhancing employee motivation for goal attainment.
- Managers should help employees interpret how they should feel about information they receive from their managers. Indicate whether the statement is true or false.
- Indicate whether this statement is true or false. Organizations that emphasize nonmonetary rewards are often trying to encourage and reinforce individual achievement and responsibility among employees.
- In terms of social responsibility to the consumer, consumers have a right to be heard by the company. Indicate whether the statement is true or false.
- Satisfied employees do a better job of fulfilling the duties described in their job descriptions. Indicate whether this statement is true or false.
- Job satisfaction has no effect on job performance but does affect organizational commitment. Indicate whether this statement is true or false.
- Bonuses based on the overall performance of the organization make a symbolic statement recognizing the shared purpose and responsibility of all employees and organizational units. Indicate whether the statement is true or false.
- Indicate whether the statement is true or false. If an employee expresses organizationally desired emotions during interpersonal transactions, the employee is performing emotional labor.
- A key element of TQM is the focus on the customer. Indicate whether the statement is true or false.
- Closeness to customers involves the understanding of the competitor's customers. Indicate whether the statement is true or false
- An organization's competitors and employees are considered to be stakeholders who are affected by the organization's decisions and actions. Indicate whether the statement is true or false.
- Supervision satisfaction reflects employees' feelings about their coworkers and their bosses. Indicate whether this statement is true or false.
- MBO encourages employees to participate in setting their own goals. Indicate whether the statement is true or false.
- Human resource outsourcers handle a firm's HR functions on an administrative level, so the client firm's employees are not added to the HROs payroll. Indicate whether this statement is true or false.
- True or false? Engaged employees are less likely to report ethical misconduct because they have a strong sense of loyalty to their coworkers.
- Union pressure on a company's shareholders, directors, and customers is known as a corporate campaign. Indicate whether this statement is true or false.
- 360-degree feedback is sometimes called the wheel of feedback because ratings are collected from all around an employee. Indicate whether this statement is true or false.
- Task performance is the set of explicit obligations that an employee must fulfill to receive compensation and continued employment. Indicate whether this statement is true or false.
- Supervisors should provide employees with feedback, development, and incentives necessary to help employees eliminate performance deficiencies or to continue to perform well. Indicate whether this statement is true or false.
- Responsibility is a part of the trust that a manager accepts to accomplish the larger organizational purpose. Indicate whether the statement is true or false.
- Front-line employees or operational level employees are viewed as being on the "firing line" and are often the last to hear comments from people outside the organization. Indicate whether the statement is true or false.
- Sexually-oriented offensive behavior by customers directed toward employees does not classify as sexual harassment because of the widespread belief that the customer is always right. Indicate whether the statement is true or false
- True or False: Human resources can be considered customer service for internal customers.
- Ego-focused workers will use feedback to channel their mental activity toward their task. Indicate whether the statement is true or false.
- Commitment to an employer probably is as strong as it ever was. Indicate whether the statement is true or false
- Developing deep, lasting relationships with customers is not as important since the customers look for best prices. Indicate whether the statement is true or false.
- Organizing is the process of establishing the structure of working relationships among employees, in order to allow them to achieve organizational goals effectively. Indicate whether the statement is true or false
- An intranet enables organizations to communicate securely with customers. Indicate whether the statement is true or false.
- All employee discipline, regardless of cause or process, should be documented in writing by managers. Indicate whether this statement is true or false.
- Vision and mission statements are statements of organizational identity and purpose that can guide executives in making corporate decisions. Indicate whether the statement is true or false
- Instrumental climates are positively associated with employee job satisfaction and organizational commitment. Indicate whether the statement is true or false.
- Determine whether the following statement is true or false: The best way to establish a sales relationship is to be aware of what the customer expects.
Explore our homework questions and answers library
Browse
by subject