Roberta, a Customer Service Manager, Tracks Monthly Complaints and Has

question 71

Multiple Choice

Roberta, a customer service manager, tracks monthly complaints and has been trying over the past six months to reduce complaints to less than 0.2 percent through additional training for her staff. She is engaged in

• A) organizing.
• B) controlling.
• C) measuring.
• D) leading.
• E) planning.

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Definitions:

Need

A basic requirement or necessity that motivates behavior towards its satisfaction.

Want

A desire or wish for something that is not necessarily needed but is desired by an individual.

Stimulus-Response Model

A concept in psychology and marketing that suggests a direct link between an external stimulus and a predictable response from an organism or individual.

Buyer Behavior

The study of individuals, groups, or organizations and the processes they use to select, secure, use, and dispose of products, services, experiences, or ideas to satisfy needs and the impacts these processes have on the consumer and society.