The Process of Systematically Creating the Optimum Experience for the Customer

question 82

Multiple Choice

The process of systematically creating the optimum experience for the customer every time they interact with a company is called:

• A)total quality management,or TQM.
• B)time compression management,or TCM.
• C)guerilla marketing.
• D)customer experience management,or CEM

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Definitions:

Normative Commitment

Organizational commitment based on an individual’s perceived obligation to remain with an organization.

Organizational Commitment

The strength of an individual’s identification with an organization.

Continuance Commitment

Organizational commitment based on the fact that an individual cannot afford to leave.

Counterproductive Work Behavior

Activities undertaken by employees that are against the interests or objectives of their employer.