Which One of the Following Statements Is True with Regard

question 75

Multiple Choice

Which one of the following statements is true with regard to the case study BankUSA: Credit Card Division?

• A)Service upsets represented 17 percent of total transactions.
• B)Current performance reports indicate that the credit card division is meeting 99.2 percent of its service requirements.
• C)The correlation between customer satisfaction and operating costs was negatively correlated.
• D)The ultimate (real) service level for this organization is internal performance metrics.

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Definitions:

Esteem Needs

Psychological needs in Maslow's hierarchy that include self-esteem, respect from others, and status, contributing to feelings of self-worth and accomplishment.

Need Motivation Theories

Psychological theories that propose people are motivated by the desire to fulfill basic needs such as safety, belonging, and self-esteem.

Content Theories

Theories that explain why people have different needs at different times and how these needs motivate behavior, such as Maslow’s hierarchy of needs, Alderfer’s ERG theory, McClelland’s need theory, and Herzberg’s two-factor theory.

Process Theories

Theories that describe the cognitive processes through which needs are translated into behavior, such as equity theory, expectancy theory, and goal-setting theory.