Which of the Following Statements Is True with Regard to System

question 68

Multiple Choice

Which of the following statements is true with regard to system maintenance?

• A) Software developers usually club enhancement requests and failures together.
• B) IS personnel prioritize system problems on a first-come-first-served basis.
• C) All commercial software products are shipped with known failures.
• D) All organizations track system failures and enhancements using word-processing documents.

Understand how emotional and instrumental support impacts service experiences.

Evaluate the use of customer feedback, including complaints, to improve service quality.

Describe how service characteristics such as perishability and variability affect service delivery and marketing.

Comprehend the importance of fair treatment (distributive and procedural fairness) in service recovery.

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Definitions:

Dissonance

A state of conflict or inconsistency between a person's beliefs, attitudes, or actions, often leading to discomfort and change.

Cognitive Dissonance

A psychological phenomenon in which an individual experiences discomfort or distress from holding two or more contradictory beliefs, ideas, or values at the same time.

Opinions

Personal views, beliefs, or judgments that may not be based on fact or knowledge.

Weak Threat

A threat perceived as having little or no power to inflict harm or consequences, often resulting in minimal behavioral change.