Bank of America Uses a Complex Polling System Coupled with a Customer

question 79

Multiple Choice

Bank of America uses a complex polling system coupled with a customer response measurement system to assess consumers' responses to new products and services.Bank of America is using a(n) __________ program to improve service quality and service offerings.

• A) quality gap analysis
• B) empowerment
• C) zone of tolerance
• D) standards analysis
• E) voice-of-customer

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Definitions:

Social-Cognitive Theorists

Researchers who explore how people learn through observing others, focusing on the processes of attention, memory, and motivation.

Aggressive Skills

Techniques or strategies developed to express feelings, needs, or thoughts in a direct, assertive way that may include defending personal rights or seeking to dominate or control.

Natural Instinct

Inherent inclinations of a living organism toward a particular complex behavior, the natural, unlearned patterns of behavior that are specific to a species.

Altruism

The selfless concern for the well-being of others, often resulting in acts of kindness without expectation of reward.