Top Firms Audit Service Performance, Both Their Own and Their

question 117

Multiple Choice

Top firms audit service performance, both their own and their competitors' on a regular basis. They collect ________ measurements to probe customer satisfiers and dissatisfiers.

• A) focus group
• B) chat room
• C) e-mail solicitation
• D) voice of the customer
• E) consumer activists group

---

Definitions:

Economic Failures

Situations where market outcomes lead to inefficiency, often resulting in resources not being allocated optimally.

Commercial Failures

Situations where businesses are unable to continue operations due to financial problems, often leading to bankruptcy or liquidation.

Golden Parachutes

Large financial compensation packages awarded to top executives if they are forced out of a company due to a takeover or merger, intended to discourage hostile takeovers.

Severance Packages

Benefits offered to employees after they are terminated, which can include compensation, healthcare, and other perks.