FedEx Measures Customer Satisfaction and Service Quality with a 12-Item

question 43

Multiple Choice

FedEx measures customer satisfaction and service quality with a 12-item statistical measure called the Service Quality Indicator.One of the items measured by FedEx is the number of missed pickups per day.In a balanced performance scorecard,the number of missed pickups per day would represent a(n) _____ measure.

• A) Competitor
• B) Customer
• C) Financial
• D) Innovation and learning
• E) Operational

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Definitions:

Biological

Pertaining to the aspect of an individual or process that is based on biology or physiological functions, often contrasted with psychological or environmental factors.

Sociocultural

Pertaining to the combination of social and cultural factors that influence an individual's behaviors, attitudes, and perceptions.

Obsessive-compulsive Disorder

A mental disorder characterized by recurrent, unwanted thoughts (obsessions) and/or repetitive behaviors (compulsions).

Drug Therapies

The treatment of disease or disorders through the administration of pharmaceutical drugs.