Customer Complaints Communicated Directly to the Company and No One

question 66

Multiple Choice

Customer complaints communicated directly to the company and no one else are important because _____.

• A) they can alert the firm to problems
• B) enable problems to be solve
• C) neutralize negative WOM
• D) enable dissatisfied customers to be more satisfied
• E) all of the above

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Definitions:

Continuous

Refers to a type of variable or data that can take an infinite number of values within a given range.

Pearson's Correlation Coefficient

A measure of the strength and direction of a linear relationship between two continuous variables, computed as the covariance of the variables divided by the product of their standard deviations.

Ordinal

A term referring to a type of data or a scale of measurement where items are ranked in order but the differences between rank positions are not necessarily equidistant.

Partial Correlation

A measure of the degree of association between two variables while holding one or more other variables constant.