Rachel Would Like to Create a New Department Within Her

question 13

Multiple Choice

Rachel would like to create a new department within her firm.She wishes that her firm could provide information that will help link consumers outside the firm to individuals in the firm.The individuals inside the firm would make decisions used to identify marketing opportunities and problems;generate,refine,and evaluate marketing actions;monitor marketing performance;and perhaps improve the understanding of marketing as a process.Rachel should name this department:

• A)the department of consumer public information.
• B)the marketing research department.
• C)the marketing performance and evaluation department.
• D)the marketing opportunities department.

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Definitions:

Procedural Fairness

The perceived fairness of the processes and procedures used to make decisions, affecting individuals' satisfaction with outcomes.

Customer Complaints

Feedback from customers expressing dissatisfaction with a product or service, which can lead to improvements or changes in business processes.

Process

A series of actions or steps taken to achieve a particular end, often involving a sequence of operations or stages.

Service Recovery

The actions a company takes after a service failure to correct the mistake and satisfy the customer.