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| P.C.?Programs, Inc.,?produces software for individual users and small businesses. Rita Morgan manages the customer hotline department for the firm and is responsible for answering customer questions related to software products produced by all divisions of the firm. For purposes of promoting goal congruence, which one of the following would be the least appropriate measure of her performance? A. Average time to provide an answer or solution to a customer. B. Number of calls to the hotline for each new release of software. C. Average time a customer is on hold. D. Number of customer complaints due to incorrect responses given to customers. |