After Determining That Responsiveness Was a Major Concern of Customers,American

question 47

Multiple Choice

After determining that responsiveness was a major concern of customers,American Express conducted additional research to establish the exact number of days customers defined as responsive for the various company processes (e.g.,2 days for reissuing lost cards and 15 days for deciding on an application) .By conducting additional research,American Express was addressing which of the following steps in the process for developing customer-defined standards?

• A) Developing feedback mechanisms for measurement of standards
• B) Identifying existing or desired service encounter sequences
• C) Establishing measures and target levels for standards
• D) Deciding whether hard or soft standards are appropriate
• E) Translating customer expectations into behaviors and actions for each service

---

Definitions:

Food Intake

The consumption of food by an organism or individual, key for sustenance and health.

Body Weight

The measure of weight of an individual's body, often used as an indicator of health in relationship to height.

Prevalence

The proportion of a particular population found to be affected by a specific condition at a given time.

BED

Binge Eating Disorder; a psychological disorder characterized by recurrent episodes of eating large quantities of food, often quickly and to the point of discomfort, followed by feelings of guilt or shame.