In Terms of the Online Customer Experience,communication Refers to

question 231

Multiple Choice

In terms of the online customer experience,communication refers to

• A)the process of conveying an online presence to others that requires an organization,a website,an online consumer,and the processes of a shopping cart,online payment,and order fulfillment.
• B)the speed and ease with which a customer can move between pages on a website.
• C)a website's ability to tailor itself to different users or to allow users to personalize the website.
• D)the dialogue that unfolds between the website and its users.
• E)the links from a company's website to a customer's e-mail,Facebook,or Twitter account.

---

Definitions:

Cognitive Dissonance

The psychological distress felt when an individual simultaneously possesses conflicting beliefs, ideas, or values.

Inconsistency

The state of being inconsistent or not remaining the same throughout, often leading to confusion or unpredictability.

Discomfort

Discomfort is a feeling of unease or pain, either physical or psychological, often caused by an unfavorable situation or environment.

Counterproductive Work Behaviors

Actions by employees that are harmful to the well-being of the organization or its members.