Why Is It Important to Pay Attention to Negative Feedback

question 25

Multiple Choice

Why is it important to pay attention to negative feedback from customers?

• A) Complaints are objective measures of quality.
• B) Negative feedback sends a signal that firms are not achieving appropriate quality standards.
• C) Complaints allow the competitors to learn about your business.
• D) Customers have expectations that are difficult to meet so negative feedback has limited value to the firm.

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Definitions:

Control Group

A group in an experiment that does not receive the experimental treatment and is used as a benchmark to measure how the other tested subjects do.

Experimental Group

The experimental group in a study is the group that receives the treatment or intervention being tested, allowing researchers to assess the effect of the treatment.

Single-Blind

An experimental procedure where the participants do not know which group (control or experimental) they are in, to reduce bias.

Simple Behavior

Refers to basic actions or responses that are not complex or complicated, often innate and requiring minimal processing, such as a reflex.