Getting Front-Line Employees to Adopt ________ and to Advocate the Interests

Multiple Choice

Getting front-line employees to adopt ________ and to advocate the interests and image of the firm to consumers as well as take initiative and engage in conscientious behaviour in dealing with customers can be a critical asset.

A) win/win philosophy
B) company policies and procedures
C) extra-role behaviours
D) training lessons
E) conflict management courses