The Process of Resolving Conflicts Between a Customer and a Business

question 64

Multiple Choice

The process of resolving conflicts between a customer and a business with the use of a third party whose recommendations are nonbinding is called:

• A)mediation.
• B)arbitration.
• C)a class action suit.
• D)a product lawsuit.
• E)a small claims court hearing.

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Definitions:

Interrater Reliability

An indicator of reliability that examines the agreement of observations made by two or more raters (judges).

Alternate Forms Reliability

Assessment of reliability by administering two different forms of the same measure to the same individuals at two points in time.

Split-half Reliability

A measure of consistency where a test is divided into two parts and the scores on both halves are compared to assess the test's reliability.

Predictivity

The ability of a model or test to accurately forecast outcomes or behaviors.