The Adapting to Change Box Reflects Upon the Use of Twitter

question 39

Multiple Choice

The Adapting to Change box reflects upon the use of Twitter and other social media sources to measure customer satisfaction. GM employees scanned various social media sites to stay current with customer perceptions and complaints. It is important that customers perceive that products and services are meeting or exceeding the standards that companies set. The _____________ of management involves the monitoring of product and service performance

• A) leadership process
• B) control process
• C) organizing process
• D) planning process

---

Definitions:

High Switching Costs

High switching costs are barriers that prevent customers from changing products or services, due to financial, emotional, time-related, or effort-based factors.

Complex Backward Integration

A strategy where a company expands its role to fulfill tasks formerly completed by businesses up the supply chain, but with more intricate and multifaceted connections or processes.

Highly Specialized

Highly specialized refers to products, services, or roles that are focused on a narrow aspect, requiring specific knowledge or skills and catering to a particular niche or market segment.

Low Switching Costs

Low switching costs refer to the minimal barriers or expenses that consumers face when changing from one product, service, or provider to another, leading to higher competition among companies.