Please state A, B, C, or D for each question

1. A conventional organizational structure is:

A. quadratic

B. pentagonal

C. hexagonal

D. triangular

2. In a service-oriented organizational structure, ______ are situated at the top of the hierarchy.

A. corporate managers

B. customers

C. general managers

D. employees

3. Samuel is a server in an upscale French restaurant. He often utilizes his emotions in the delivery of service. This is known as:

A. front-line labor

B. emotional labor

C. emotional appeal

D. self-directed labor

4. Empowerment requires that managers spend time:

A. talking to customers.

B. talking to customers and customer-contact employees.

C. talking to customer-contact employees.

D. interfering only when the customer-contact employees cannot handle a situation

5. In companies practicing internal marketing, if an employee makes an error, other employees:

A. inform the manager immediately.

B. try to correct it before the guest notices.

C. tell the employee who made the error to correct it immediately.

D. do nothing it is not their responsibility.