According to Engdahl, which of the following is a central component in many explanatory models for ...

According to Engdahl, which of the following is a central component in many explanatory models for criminality?
 
  a. Motivation
  b. Barriers
  c. Opportunity
  d. Financial self-interest

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Managers control service workers in each of the following ways, except for one. What is the EXCEPTION?
 
  a. providing training.
  b. electronic monitoring.
  c. rewarding customers who find mistakes in worker procedures.
  d. encouraging the general public to call misbehavior to the attention of management.
  e. making an example of a customer who fails to observer the customer's role..