How Are Organizations Using Teams to Help Increase Customer Satisfaction

question 91

Multiple Choice

How are organizations using teams to help increase customer satisfaction?

• A)By instituting a system of increased formalization throughout the organization
• B)By training teams to meet the needs of specific customers
• C)​By creating more autonomous units
• D)By taking indirect responsibility for service quality
• E)By ensuring ideal solutions for all customer issues

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Definitions:

Consumer Surplus

The difference between the total amount that consumers are willing and able to pay for a good or service and the total amount that they actually pay.

Complementary Goods

Products or services that are typically consumed together, where the demand for one increases the demand for the other.

Inelastic

Describing demand that changes little with price fluctuations; consumers’ buying habits are not significantly affected by price changes.

Price Elasticity

The measure of how much the quantity demanded of a good responds to a change in the price of that good, demonstrating the sensitivity of consumers to price changes.