Although I Used to Use the U

question 58

Multiple Choice

Although I used to use the U.S.Postal Service because it offered better prices on package shipping,now I almost always use FedEx because I can ship from any FedEx*Kinkos location 24 hours per day.This is an example of which of the following factors leading to customer switching behavior

• A) Inconvenience
• B) Pricing
• C) Response to service failure
• D) Ethical problems
• E) Involuntary switching

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Definitions:

Relationship Conflict

is a discord among individuals due to personal, emotional, or value differences, not necessarily related to tasks or work.

Communication

The process of transmitting information, ideas, emotions, skills, and knowledge from one entity or person to another through the use of mutually understood signs, symbols, or behavior.

Organizations

Entities comprising multiple people working together toward shared goals, structured to coordinate their activities and resources.

Conflict

A situation or process in which individuals or groups experience a clash of interests, values, actions, views, or directions.