Which of the Following Is a Valid Reason for Managers

question 64

Multiple Choice

Which of the following is a valid reason for managers to be concerned about effectively resolving consumer complaints?

• A)Dissatisfied consumers tell more people about their complaint experience than those who were satisfied.
• B)Australian consumers complain much less than consumers in the USA and Europe.
• C)Research shows that most consumers who complain are satisfied with how the problem was resolved.
• D)Consumers become more satisfied if their complaint travels up to the top of the company's hierarchy.
• E)Most companies convince consumers that management is genuinely interested in receiving complaints.

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Definitions:

Ingroup-Outgroup Bias

The tendency to favor members of one's own group (ingroup) over those of other groups (outgroup), often leading to prejudice and discrimination.

Collectivistic Cultures

Societies that prioritize the needs and goals of the group over individual desires or ambitions, emphasizing interconnectedness and social harmony.

Competitive

Having a strong desire to be more successful than others, often leading to striving for achieving superiority or winning in a situation.

Social Categorization

The cognitive process where individuals classify others into groups based on shared traits or characteristics, influencing perception and interaction.