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Donovan closely monitors customer reviews on Google for his landscaping business...
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Donovan closely monitors customer reviews on Google for his landscaping business. Most customers post-high praise for his work; however, today he discovered an extremely negative review posted by someone claiming the name “Superman.” Clearly, this is a fake name, and Donovan has no way of following up with the person to determine what he can do to resolve the problem or even to know if it’s a real customer. This is an example of __________.
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