From the Customer Perspective, Which of the Following Might Be

question 69

Multiple Choice

From the customer perspective, which of the following might be an appropriate measure for improving product quality?

• A)customer profitability
• B)cost per customer
• C)percentage of returns
• D)number of patents pending

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Definitions:

Proactive Interference

The phenomenon where older memories make it more difficult to remember new information.

Dissociation

A mental process of disconnecting from one’s thoughts, feelings, memories, or sense of identity.

Repression

A defense mechanism in psychoanalytic theory where unwanted or uncomfortable thoughts and memories are pushed into the unconscious mind.

Retroactive Interference

A memory phenomenon where newer information interferes with the recall of previously learned information.