The Connecting Through Social Media box titled,"Caring for Customers by Tracking Tweets," reflects upon the use of blogs and Twitter and other social media sources to measure customer satisfaction.Company employees scan various social media to stay current with customer perceptions and complaints.It is important that customers perceive that products and services are meeting or exceeding the standards that companies set.The _____________ of management involves the monitoring of product and service performance.
A) leadership process
B) control process
C) organizing process
D) planning process

Question

Quizplus · Accepted Answer

The control process involves monitoring and measuring performance to ensure that products and services meet or exceed the standards set by the company. In this case, monitoring social media to track customer perceptions and complaints is a form of control. The other processes mentioned (leadership, organizing, and planning) do not specifically involve monitoring product and service performance.

The Connecting Through Social Media Box Titled,"Caring for Customers by Tracking