A Restaurant Chain Is Working on Improving the Quality of Its

question 57

Multiple Choice

A restaurant chain is working on improving the quality of its food and service.It recruits customers who agree to respond to customer satisfaction surveys once every three months over the next two years,in order to track its progress.What kind of data is the restaurant chain collecting?

• A) Panel data
• B) Internal secondary data
• C) Focus group data
• D) External secondary data
• E) Scanner data

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Definitions:

Impression Management

The process by which individuals attempt to control the perceptions others have of them.

Fundamental Attribution Error

The tendency to underestimate the influence of external factors and overestimate the impact of internal factors when making judgments about the behavior of others.

Self-Serving Bias

The tendency for individuals to attribute their own successes to internal factors and put the blame for failures on external factors.

Fundamental Attribution Error

The tendency to overestimate the influence of personal characteristics and underestimate the role of situational factors in explaining others' behavior.