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:

Growth

Economic or developmental expansion, often measured by indicators such as GDP increase, technological advancement, or population rise.

Fourteenth Amendment

An amendment to the U.S. Constitution, ratified in 1868, that grants citizenship to all persons born or naturalized in the United States, including former slaves, and provides all citizens with “equal protection under the laws.”

African Descent

Refers to individuals and populations who originate from the continent of Africa, recognizing a shared heritage, culture, and ancestry.

Citizenship

The status of being a legally recognized subject or national of a state, with associated rights and obligations.