Harley-Davidson According to Harley-Davidson Management,the Company Does Not Sell Motorcycles or or Riding

Multiple Choice

Harley-Davidson
According to Harley-Davidson management,the company does not sell motorcycles or riding gear.Instead,according to H-D's mission statement,the company is in the business of "fulfilling dreams." Over the years,H-D has developed a business culture that it describes as "Harleyness." Prospective employees are screened to determine if they have the cultural fit.The company encourages employees to own and use the same types of motorcycles used by customers.Harley people ride their bikes to work and spend vacations touring and attending rallies with fellow Harley riders.Maintaining a strong relationship with customers is engrained in H-D culture.When a person buys a Harley-Davidson motorcycle,he or she receives a free 1-year membership to the Harley Owners Group (HOG) ,which was developed in 1983 as a program to keep people active with their Harley.Simultaneously,it keeps the company close to its customer.Through HOG,the company supports rallies,club meetings,and weekend parties featuring free food and drink.H-D executives routinely attend bike rallies across the country to stay in touch with Harley-Davidson customers and enthusiasts.H-D employees want to hear first-hand from fellow riders about great riding experiences-or problems-they might have had.And they're able to tell those riders,"I know what you mean." Because those employees are riders too.
-Refer to Harley-Davidson.A Harley-Davidson rider attending a bike rally in Sturgis,South Dakota approached an H-D employee with a complaint about a defective engine part.The H-D employee immediately made arrangements for the part to be shipped to the rally at no charge to the customer.The fact that H-D employees have the authority to solve customers' problems quickly illustrates that these employees are given:

A) authority training
B) customer value giving
C) cross-utilization
D) teamwork
E) empowerment