If a Product Initially Fails to Live Up to the Customer's

question 69

Multiple Choice

If a product initially fails to live up to the customer's expectations, which dimension of quality might salvage the sale and the company's reputation?

• A) psychological impressions
• B) fitness for use
• C) support
• D) value

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Definitions:

Transformational Leadership

A leadership approach that causes change in individuals and social systems, inspiring followers to exceed their own self-interests for the good of the organization.

Inspirational Motivation

Leadership behaviors that promote commitment to a shared vision of the future.

Shared Vision

A common view or goal agreed upon by a group or organization, which inspires members to collectively work towards its realization.

Transformational Leader

A leader who inspires followers to transcend their own self-interests for the good of the organization and who is capable of having a profound and extraordinary effect on his or her followers.