Customer-Initiated Contact Such as Filling Out a Restaurant Complaint Card

question 35

Multiple Choice

Customer-initiated contact such as filling out a restaurant complaint card, calling a toll-free complaint line, or submitting an inquiry via a company's Web site, is considered ________.

• A) customer rationalization
• B) passively solicited customer feedback
• C) actively solicited customer feedback
• D) reactive customer-driven quality
• E) customer segmentation

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Definitions:

Glass Escalator

A metaphor describing how men, particularly in female-dominated professions, often rise faster in rank or are paid more than their female counterparts.

Glass Ceiling

An invisible barrier preventing marginalized or minority groups from rising beyond a certain level in a hierarchy, especially in the context of women in the workplace.

Role Conflict

Describes a situation where an individual experiences tension and conflict among multiple roles they are expected to perform, due to incompatible demands or expectations.

Role Overload

The stress and strain experienced by an individual who has more responsibilities and roles than they can comfortably manage or complete.