When UPS Asked Customers How the Company Could Improve Its

question 23

Multiple Choice

When UPS asked customers how the company could improve its service, UPS was using

• A) video mining.
• B) observation.
• C) experimentation.
• D) focus groups.
• E) surveys.

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Definitions:

Suggestive Interviewing

A technique in interviewing that may lead or influence individuals to recall events or details in a biased or particular way.

False Memory

A phenomenon where a person recalls something that did not happen or recalls it differently from the way it actually happened.

Mood-Congruent Memory

The tendency of individuals to recall memories that are consistent with their current mood.

Chunking

A memory strategy that involves organizing information into manageable and meaningful units or chunks, facilitating easier recall.