To Migrate Customers to the Preferred Channel, ING, the Dutch

question 23

Multiple Choice

To migrate customers to the preferred channel, ING, the Dutch online bank

• A) offers multiple channels.
• B) offers customers an incentive.
• C) advertises only the lower-cost channel.
• D) penalizes customers who use the lower-cost channel.
• E) matches all competitive offerings.

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Definitions:

Participant Observation

A qualitative research method involving the systematic observation of people in their natural environment while participating in the same activities.

Status and Hierarchies

The arrangement of individuals or entities in terms of rank, order, or authority within a society or organization, often determined by status.

Small Groups

Collections of individuals who interact with each other, usually face-to-face, in a way that each person influences and is influenced by each other.

Likert Scale

A technique for measuring attitudes that asks a respondent to indicate the extent to which he or she agrees with each of a series of statements about an object.