After Determining That Responsiveness Was a Major Concern of Customers,American

Multiple Choice

After determining that responsiveness was a major concern of customers,American Express conducted additional research to establish the exact number of days customers defined as responsive for the various company processes (e.g.,2 days for reissuing lost cards and 15 days for deciding on an application) .By conducting additional research,American Express was addressing which of the following steps in the process for developing customer-defined standards?

A) Developing feedback mechanisms for measurement of standards
B) Identifying existing or desired service encounter sequences
C) Establishing measures and target levels for standards
D) Deciding whether hard or soft standards are appropriate
E) Translating customer expectations into behaviors and actions for each service