Which of the following critical components requires a management to clearly define the
skills a service person must bring to the job?
A. Energetic follow-through process by the service person.
B. Significant modeling by managers on the service person.
C. Careful selection process in hiring frontline employees.
D. Emphasis on imbibing positive attitudes among employees.
When evaluating risks in the idea screening phase, if a firm is found to lack the
necessary resources or expertise, it should:
A. completely reject the new product idea.
B. not act too hastily in discounting the new product idea.
C. ignore the risks and commercialize the new product idea.
D. not reconsider other alternatives.