Based on Research on Market Leaders' Customer Satisfaction Programs,which of the Following

question 7

Multiple Choice

Based on research on market leaders' customer satisfaction programs,which of the following is true of the various aspects of customer satisfaction measurement (CSM) of an organization?

• A)There was a commitment to increasing service quality and customer satisfaction from employees at the top levels of the organization.
• B)Top management was primarily responsible for designing CSM programs and questionnaires.
• C)Results of all research related to customer measurement were made available to customers but not necessarily to employees.
• D)Evaluations related to customer measurement included both the company's and competitors' satisfaction performance.

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Definitions:

Trade Surplus

A situation where a country's exports exceed its imports in value over a certain period of time.

Gross Domestic Product

The total value of all goods and services produced within a country's borders over a specific time period, used as a measure of economic performance.

Exports

Goods or services produced in one country and sold to buyers in another, contributing to international trade and economic globalization.

Intangibility

Intangibility refers to the characteristic of services that cannot be seen, touched, or physically measured, making them difficult to evaluate before purchase.