The Customer Service Department at Mercury, a Department Store, Has

question 39

Multiple Choice

The customer service department at Mercury, a department store, has noticed that the store's exchange process creates a lot of stress for customers. The customers need to visit several counters before their product is finally exchanged for another. Customer service management has decided to send questionnaires to customers, asking them to respond to a list of questions and to provide their suggestions for improving the exchange situation in the store. In this scenario, management is using the _____ research method.

• A) focus group
• B) survey
• C) observational
• D) experimental

---

Definitions:

Cognitive Therapy

A form of psychotherapy that focuses on changing unhelpful or distressing thoughts and behaviors.

Growth-Impeding

Factors or conditions that hinder or slow down the natural development or enlargement of an organism, system, or process.

Psychoanalysis

A therapeutic approach that explores unconscious drives and conflicts, originated by Sigmund Freud.

Insight Therapy

A form of psychotherapy that aims to increase a patient's awareness of underlying motives and defenses to improve mental health.