Narrative 14-1
Urban legends and Internet scams are a real problem for some businesses. In 1997,Gerber Baby Foods was flooded with one million letters and 80,000 phone calls from parents responding to an email about a phony class-action lawsuit. Another urban legend about a Costa Rican flesh-eating bacteria that affected banana shipments cost that industry more than $30 million in 1999. More recently,Procter & Gamble (P&G) had to deal with claims that its Febreze product contained Agent Orange,a dangerous chemical. Many companies choose to ignore these myths created by angry customers or rabble-rousers,but experts believe that doing so is the worst possible action to take. Instead,companies should do everything possible to reassure their customers.
-Refer to Narrative 14-1. An angry P&G consumer created the initial email message and started the rumour about Febreze. What component of the communication process did the customer use?
A) physical stimuli
B) intranets
C) encoding
D) decoding
Correct Answer:
Verified
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