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The Manager of a Car Dealership Has Asked You to Gather

question 20

Essay

The manager of a car dealership has asked you to gather performance measures regarding the customer perspective. Her objective is to have a high proportion of satisfied customers to increase repeat business. List two possible measures you could recommend, and explain your choices.


Definitions:

Factor Analysis

A statistical approach designed to uncover hidden variables or factors that account for the observed correlation patterns within a set of variables.

Clinical Studies

Research conducted with human volunteers aimed at evaluating medical, surgical, or behavioral interventions.

Psychoanalytic

Relating to a psychological theory and therapy developed by Sigmund Freud that emphasizes unconscious motivations and conflicts as the drivers of human behavior.

Self-Actualized

The achievement of realizing one's abilities and potential, often seen as a universal drive or necessity.

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