What Is a Proactive Method a Firm Might Use to Assess

question 99

Multiple Choice

What is a proactive method a firm might use to assess customer satisfaction?

• A) visiting, calling, or mailing written surveys to clients
• B) soliciting complaints from dissatisfied customers
• C) using mystery shoppers to evaluate the quality of service provided
• D) monitoring Web discussion groups

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Definitions:

Expectancy Theory

A motivational theory that suggests an individual's behavior is determined by their expected outcomes or rewards of taking certain actions.

Expectancy

The probability that work effort will be followed by performance accomplishment.

Instrumentality

The perceived relationship between performance and outcomes, suggesting that an individual's effort will lead to a specific result.

Expectancy Theory

A motivational theory that suggests an individual's behavior is determined by their expectations of how much their effort will lead to desired performance and rewards.