An Organisation That Develops a Strategy with a Clear Vision

question 38

Multiple Choice

An organisation that develops a strategy with a clear vision of the customer's potential experience is implementing

• A)a customer satisfaction model
• B)customer relationship management
• C)customer experience management
• D)a customer complaints resolution model

Explain the significance and impact of base-rate information in judgment.

Understand the cognitive biases and their effects on perception and decision-making.

Recognize the organization of memory about people by specific categorizations.

Understand the distinction between memory-based judgments and on-line impression formation.

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Definitions:

Implied Condition

A legal term referring to a term or condition not expressly stated in a contract but assumed to be included by necessity or by the nature of the agreement.

Materially Breach

A significant failure to perform one's duties under a contract that results in harm to the other party and provides grounds for termination of the agreement.

Total Breach

A significant failure to fulfill a core obligation of a contract, allowing the other party to terminate the agreement and seek damages.

Estoppel

A legal principle preventing someone from arguing something contrary to a claim previously made or acted upon in good faith.