To be effective, complaint solicitation requires:
A. Valid and reliable service questions
B. Rigorous recording of numbers and types of complaints through many channels
C. An individual complainer to have no more than one complaint
D. The company to treat the complaint as a snapshot of its service
E. The same complaint be mentioned at least ten times before any action is taken
Answer: B
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________ analysis is helpful in determining the special needs of a particular group, such as older workers, women, or managers at different levels.
A. Individual B. Operations C. Organization D. Demographic
All of the following are firms that may experience a long lag between the expenditures of cash and the receipt of cash from customers, except:
a. restaurants b. wineries c. construction companies d. aerospace manufacturers
A factor demanding the ethical and social responsibility of business is:
a. the "invisible hand" of competition. b. the sheer size and power of individual corporations. c. the fact that self-regulation has been effective in achieving social goals. d. great amounts of wealth and economic power are controlled by a small number of shareholders who own and exercise tight control over a large number of corporations.
Tender must occur at a reasonable hour and in a reasonable manner.?
Indicate whether the statement is true or false