Asked by Katherinne Gamez on May 10, 2024
Verified
An automotive shop wants to reward employees for demonstrating creative customer service that leads to repeat business.A particular employee received a 10 percent bonus for suggesting that the company contact customers 24 hours after repairs to ensure customers are satisfied.What type of incentive would be the most appropriate in this scenario?
A) merit-raise plans
B) goal-sharing plans
C) gain-sharing plans
D) special-purpose plans
Creative Customer Service
Innovative approaches to providing support and care to customers, aiming to exceed expectations and solve problems uniquely.
Gain-Sharing Plans
A performance-based compensation strategy that shares the cost savings from productivity improvements with employees.
Repeat Business
The recurrence of customer purchases due to satisfaction with a product or service, contributing to the company's revenue over time.
- Identify and differentiate between various incentive systems and their application to employee recognition and reward.
Verified Answer
AS
Alejandra SantaCruzMay 16, 2024
Final Answer :
D
Explanation :
The most appropriate incentive in this scenario would be a special-purpose plan, which rewards employees for specific actions or behaviors that contribute to the success of the company. In this case, the employee received a bonus for coming up with a creative customer service idea. A special-purpose plan could be designed to reward other employees for similar types of ideas that lead to repeat business. Merit-raise plans, goal-sharing plans, and gain-sharing plans are all more broad-based incentives that may not be as targeted to specific behaviors that the company wants to encourage.
Learning Objectives
- Identify and differentiate between various incentive systems and their application to employee recognition and reward.