Service firms often ask employee to cross-sell and up-sell in order to improve sales revenue. However, some customers feel uncomfortable and disatisfy when service staff introduce new products. This could lead to increase in ___________ for the staff.

Service firms often ask employee to cross-sell and up-sell in order to improve sales revenue. However, some customers feel uncomfortable and disatisfy when service staff introduce new products. This could lead to increase in ___________ for the staff.

Service firms often ask employee to cross-sell and up-sell in order to improve sales revenue. However, some customers feel uncomfortable and disatisfy when service staff introduce new products. This could lead to increase in ___________ for the staff.



a. Person/Role conflict

b. Inter-client conflict

c. Organization/client conflict

d. Structural conflict

e. Service delivery conflict



Answer: C


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