Customer Service Management Connects What Functional Groups

question 12

Multiple Choice

Customer service management connects what functional groups?

• A)Supply management, marketing, and finance.
• B)Logistics management, sales and distribution, and product engineering.
• C)Marketing, logistics management, and sales and distribution.
• D)Human resources management, marketing, and finance. These groups work together to identify and fulfill customers' needs.

---

Definitions:

Deindividuation

Deindividuation is a psychological state occurring in group settings that leads to a reduction in self-awareness and an increase in impulsivity and deviation from typical behavior, often resulting in actions not typically exhibited alone.

Self-discrepancy Theory

Higgins’s theory about the consequences of making actual – ideal and actual – ‘ought’ self-comparisons that reveal self-discrepancies.

Festinger

Leon Festinger was a psychologist known for the theory of cognitive dissonance, which describes the discomfort felt when holding conflicting thoughts or beliefs.

Self-regulation

The process by which individuals control their own thoughts, emotions, and behaviors to pursue long-term goals.