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Measurement disfunction

Can you describe any instances you have experienced or researched with "measurement dysfunction?" How could this dysfunction have been avoided or corrected? Can you cite your sources using APA format and I only need a 200-300 thought. Thanks.

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You've heard the adage, a happy customer will tell x number of people, but an unhappy customer will tell 3x number of people? Consider then, those companies that rate their employees based upon customer surveys at the end of a phone call. Those customers with a negative experience would be more motivated to stay on the line and rank an agent poorly than those who were satisfied with the outcome of their call (Singer, Couper, 2008). To avoid this dysfunction it would be ...

Solution Summary

This solution discusses "measurement disfunction" in business based upon different business evaluation procedures.