Psychological Impressions Are Considered One Aspect of Quality Because Customers

question 92

Multiple Choice

Psychological impressions are considered one aspect of quality because customers can get upset with

• A) discourteous employees.
• B) misleading advertising.
• C) poor craftsmanship.
• D) slow responses to warranty claims.

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Definitions:

Cyberloafers

Individuals who use their internet access at work for personal activities unrelated to their job responsibilities.

Better-educated

Referring to individuals who have attained a higher level of education, usually implying a greater depth of knowledge or expertise.

Extraverted

Describes a personality trait characterized by sociability, talkativeness, assertiveness, and high levels of emotional expressiveness.

Interpreting Sarcasm

The cognitive ability to detect and understand the use of sarcasm, where the intended meaning of a statement is often the opposite of its literal meaning.