In Customer Service-Oriented Organisations, Social Media

question 40

Multiple Choice

In customer service-oriented organisations, social media

• A) is a risk because dissatisfied customers can tell others about their negative experiences.
• B) is a benefit because satisfied customers can tell others about their positive experiences.
• C) can enable monitoring of customer experiences.
• D) All of the above

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Definitions:

Implicit Association Test

A psychological test designed to measure the strength of a person's automatic associations between mental representations of objects in memory.

Stereotypes

Widely held but fixed and oversimplified images or ideas of a particular type of person or thing.

Social Loafing

The tendency for individuals to exert less effort on a task when working in a group than when working alone.

Social Psychology

The scientific study of how individuals think, feel, and behave in social contexts.