To Create an Overall Customer Satisfaction Index (CSI)for a Given

question 31

Multiple Choice

To create an overall customer satisfaction index (CSI) for a given sample of customers,a business ________.

• A)computes the average of those customers' satisfaction ratings
• B)sums all of those customers' satisfaction ratings
• C)computes the average of those customers' satisfaction ratings and divides it by the industry average
• D)computes the sum of those customers' satisfaction ratings and divides it by a leading competitor's customer satisfaction index
• E)sums all of those customers' satisfaction ratings and divides it by 100

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Definitions:

Semiotics of Materiality

The study of how material objects and their use communicate meanings and participate in symbolic systems within a culture.

Essentialist Sense

The belief that categories, especially concerning identity, have an intrinsic essence or set of characteristics inherent to them.

Actor-Network Theory

A theoretical and methodological approach in social science that views all entities in a network, whether human or nonhuman, as equally important in shaping social outcomes.

Networks

Networks refer to interconnected systems or groups of individuals or entities that share information, resources, or support, facilitating communication and interaction.