When UPS Asked Customers How the Company Could Improve Its

question 212

Short Answer

When UPS asked customers how the company could improve its service, UPS was using
video mining.
observation.
experimentation.
focus groups.
surveys.

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Definitions:

Self-Serving Bias

The common tendency to attribute one's successes to personal characteristics and failures to external factors.

Generational Identity

The collective personality, attitudes, and habits attributed to members of a specific generation, often shaped by significant social and cultural events during their formative years.

Act Of Revenge

An action undertaken to retaliate or punish someone for wrongdoing, often driven by a sense of injustice or anger.

Social Psychology

The scientific study of how individuals' thoughts, feelings, and behaviors are influenced by the actual, imagined, or implied presence of others.