What is the difference between an attribute and a metric? Give
an example each of an attribute of a service that is done
correctly, incorrectly, or not at all and a metric for it.
(Performance analysis modelling class)
Explain group properties (roles, norms, status, size,
cohesiveness, and diversity) and their impact on group members'
behavior and performance, and describe how channel richness affects
the choice of a communication channel.
What is the difference between a valid and an invalid
complaint? Give an example of each.
What is the difference in how these are treated from a customer
service standpoint?