One Reason Why Negative Customer Comments and Complaints Are Important

question 62

Multiple Choice

One reason why negative customer comments and complaints are important to an organization is that they can:

• A) quickly be hidden from competitors
• B) be used in future advertising campaigns
• C) help the organization identify "problem" customers,who are then typically removed from mailing lists
• D) bring to light unknown brand flaws
• E) generate sympathy for the organization when consumers realize that "no one is perfect"

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Definitions:

Intuitionism

A philosophical doctrine positing that basic moral truths are known instinctively or intuitively, beyond empirical observation or logical deduction.

Corporate Governance

The framework of rules, practices, and processes by which a corporation is directed and controlled.

Ethical Relativism

The theory that suggests morality is relative to the norms of one's culture, meaning that what is morally right for one society may be wrong for another.

Deontological

An ethical theory that suggests actions are morally right based on adherence to rules or duties, regardless of the consequences.