Frank Asks His Customers to Complete a Survey About the Service

question 73

Multiple Choice

Frank asks his customers to complete a survey about the service they receive at his company so that he and his staff can make adjustments and improvements.Frank is focusing on the ____ aspect of total quality management.

• A) continuous quality improvement
• B) strengthening supplier partnerships
• C) customer satisfaction
• D) employee participation
• E) sales improvement

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Definitions:

Emotional Events

Incidents or situations that elicit strong emotional responses, such as joy, anger, fear, or sadness.

Long-Term Potentiation

A long-lasting increase in signal transmission between two neurons that results from stimulating them synchronously.

Synaptic Basis

The fundamental role of synapses in transmitting signals between neurons in the nervous system.

Mood-Congruent Memory

The tendency to recall experiences that are consistent with one’s current good or bad mood.