The Process of Systematically Creating the Optimum Experience for Customers

question 26

Multiple Choice

The process of systematically creating the optimum experience for customers every time they interact with the company is ________.

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

---

Definitions:

Resistant

Displaying opposition or holding out against something, often referring to the ability to withstand adverse conditions or resistance to disease or treatment.

Minimal Group Paradigm

A concept in social psychology that illustrates how individuals can form in-groups and out-groups with minimal conditions, such as random assignment to groups.

Intergroup Conflict

Conflict that arises between different groups or teams, often due to competition for resources or conflicting goals.

Tajfel

Refers to Henri Tajfel, a social psychologist best known for his work on the social identity theory, which explores how group membership affects self-identity and intergroup behavior.