By Gaining Insight into Each Customer's Needs and Behaviours and Using

question 86

Multiple Choice

By gaining insight into each customer's needs and behaviours and using this information to improve the customer's dealings with the company, Flyaway Airlines is using a process called customer _____.

• A)experience management
• B)reward program
• C)branding
• D)relationship management

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Definitions:

Goal-Directed Activities

Actions deliberately undertaken to achieve specific outcomes or objectives.

Organizational Citizenship Behaviors

Actions by employees that are beyond their formal job requirements but significantly contribute to the positive functioning of the organization.

Conscientiousness

One of the five major personality traits, indicating a person's tendency to be organized, responsible, and hardworking.

External Locus of Control

A psychological concept where individuals believe that external forces or circumstances primarily govern their life outcomes and successes.