Surveys, Focus Groups, and Customer Comment Cards Are All Methods

question 164

Multiple Choice

Surveys, focus groups, and customer comment cards are all methods used by service companies to

• A) understand customer needs and expectations.
• B) set service quality specifications.
• C) establish guidelines for employee performance.
• D) manage service expectations.
• E) control service intangibility.

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Definitions:

Unintentional Threat

A security risk that arises without malicious intent, often due to negligence or lack of awareness.

Cybercrime

Illegal activities executed on the Internet.

Interconnected

Describes systems or devices that are connected to each other through various communication channels, allowing for interaction and data exchange.

Human Error

Mistakes made by people, especially in operating machinery or computing devices, often leading to accidents or data loss.