Management at a Particular Post Office Wants to Know About

question 26

Multiple Choice

Management at a particular post office wants to know about the quality of its face-to-face service at its customer service windows.For one week,the post office will ask the customers directly.After a customer is helped,a different employee asks the customer a short question about his or her customer service experience.The customer's comments are then transcribed by a secretary.This survey runs smoothly and a lot of customer comments are collected.What,if any,is the most noticeable bias for this survey regarding customer service at this post office for that week?

• A)Nonresponse bias
• B)Voluntary response bias
• C)Undercoverage of the population
• D)Response bias
• E)There does not seem to be any bias.

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Definitions:

Integrating Vertically

It refers to the process by which a company expands its business operations into different steps on the same production path, such as when a manufacturer owns its supplier and/or distributor.

Integrating Horizontally

A business strategy where a company acquires or merges with other companies within the same industry at the same level of production or distribution.

Conglomerating

The process of a company expanding its business into different areas or the formation of a conglomerate, a multi-industry company.

DSL Internet

A type of internet connection that transmits data over telephone lines, providing broadband network access.