The Adapting to Change Box Reflects Upon the Use of Twitter

Multiple Choice

The Adapting to Change box reflects upon the use of Twitter and other social media sources to measure customer satisfaction. GM employees scanned various social media sites 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