____ is behavior that goes beyond the call of duty.It involves countless personal touches--little things that distinguish a discrete business transaction from an ongoing relationship.

Question

Quizplus · Accepted Answer

Providing discretionary effort means going above and beyond what is expected or required in a business transaction. This includes personal touches and creating ongoing relationships with customers, which are not necessary but can make a big difference in customer satisfaction and loyalty. A, D, and E are important aspects of customer service, but do not specifically address behavior that goes beyond the call of duty. C may be a factor in motivating employees to provide discretionary effort, but it is not the same as the behavior itself.

____ Is Behavior That Goes Beyond the Call of Duty