Kelly's Kitchen strives to improve its customer service and makes sure that its customers enjoy the food and ambience at the restaurant. The restaurant's manager gathers and assesses customer reviews from various online sources and then evaluates their opinions and sentiments. This scenario illustrates the process of .

A. personal selling
B. social media monitoring
C. market basket analysis
D. social commerce

The correct answer is B. social media monitoring .

Explanation:

Technology and especially social networks have brought about a great change in many areas, and business has not been the exception. Many companies, regardless of the sector, see social networks as an effective way of knowing the consumer's perception of the product / service offered, in terms of attention, price, quality, etc. In a restaurant like Kelly's Kitchen it is very important to take this opinion into account, since feedback is important in order to offer a better service and communicate to everyone the need to focus on weaknesses detected by diners.