Any customer will encounter two personalities when doing business with an organization:
A) the personality of the server and the personality of the non-work people who affect the server.
B) the personality of the individual who serves the customer and, indirectly, the personality of the server's boss.
C) the personality of the server and the customer's own personality during the interaction.
D) the personality of the server and the personality of the organization.

Question

Quizplus · Accepted Answer

The correct answer is D because when a customer interacts with an organization, they experience the personality of the individual serving them (the server) and the broader personality of the organization itself, which is shaped by its culture, policies, and brand image.

Any Customer Will Encounter Two Personalities When Doing Business with an Organization