A Company Collects and Closely Analyses Specific Customer Complaints in Order

question 113

Multiple Choice

A company collects and closely analyses specific customer complaints in order to identify critical incidents - specific contacts between customers and service providers that are more likely to result in customer dissatisfaction.The company is using ________.

• A)a SWOT analysis
• B)a market audit
• C)a break-even analysis
• D)the critical incident technique
• E)None of the above

---

Definitions:

Preoperational Stage

In Piaget’s theory, the second major stage of cognitive development, in which symbolic thought expands but children cannot yet use logic.

Sensorimotor Stage

This is the first stage of Jean Piaget's theory of cognitive development, where infants learn about the world through their senses and actions.

Concrete Operations

A stage in Piaget's theory of cognitive development where children aged 7-11 start thinking logically about concrete events but still struggle with abstract concepts.

Formal Operations

A stage in Piaget's theory of cognitive development (beginning around age 12) where individuals develop the ability to think about abstract concepts and logically test hypotheses.