Which of the Following Is NOT a Criticism of Customer

question 3

Multiple Choice

Which of the following is NOT a criticism of customer satisfaction research?

• A)It focuses on customers' future needs and fails to investigate current needs.
• B)It focuses on registered complaints but many customers who defect never relay their complaints.
• C)It tends to focus on global attributes and ignores operational elements.
• D)It often excludes the firm's employees from the survey process.
• E)Customers may not know what they want.

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Definitions:

Emotional Elements

Components of emotions, including subjective experience, physiological responses, and expressive behavior, which together constitute the complex experience of feeling.

Socratic Questioning

A technique used in teaching and therapy that encourages deep thinking and clarity through asking a series of probing questions.

Questioning Viewpoints

The process of critically examining and challenging existing opinions or perspectives to gain a deeper understanding.

Cognitive Distortion

In psychology, cognitive distortions are inaccurate or exaggerated thought patterns and beliefs that lead to negative thinking, emotions, and behaviors.