FedEx Measures Customer Satisfaction and Service Quality with a 12-Item

question 43

Multiple Choice

FedEx measures customer satisfaction and service quality with a 12-item statistical measure called the Service Quality Indicator.One of the items measured by FedEx is the number of missed pickups per day.In a balanced performance scorecard,the number of missed pickups per day would represent a(n) _____ measure.

• A) Competitor
• B) Customer
• C) Financial
• D) Innovation and learning
• E) Operational

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Definitions:

Pigments

Substances that give color to tissues, cells, and materials by absorbing certain wavelengths of light and reflecting others.

Extracellular

Located or occurring outside a cell or cells, often referring to substances or fluids in the spaces between cells.

Signaling Molecules

Chemicals that are involved in transmitting information between cells, allowing for processes such as growth, immune response, and neurotransmission.

Hormones

Chemical substances produced in the body that regulate and control the activity of certain cells or organs.