Which of the Following Is a Proactive Method a Firm

question 73

Multiple Choice

Which of the following is a proactive method a firm might use to assess customer satisfaction?

• A) visiting, calling, or mailing written surveys to clients
• B) soliciting complaints from dissatisfied customers
• C) using mystery shoppers to evaluate the quality of service provided
• D) monitoring Web discussion groups

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Definitions:

Secure Attachment

A healthy attachment pattern observed in children who show distress when their caregiver leaves but are able to be comforted and feel secure when the caregiver returns.

Empathize

The capacity or act of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts, and experience of another.

Cultural Display Rules

Socially learned norms and regulations that dictate how emotions should be expressed based on cultural context.

Affect-as-information Theory

The theory suggesting that individuals rely on their current emotions and feelings as valuable information to guide their judgments and decisions.