Assessing the level of customer contact for service processes is referred to as?
a. Service blueprinting
b. Service planning
c. Service mapping
d. Service evaluation
a. Service blueprinting
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The ________ concept is specifically focused on future company needs
A) societal marketing B) strategic planning C) direct marketing D) telemarketing E) consumer business
Cognitive shortcuts that influence the way people process information regarding groups and group members are defined as ______.
A. stereotypes B. prejudices C. ethnocentrism D. agentics
Philip Crosby is credited with both of these quality catch-phrases: "quality is free" and "zero defects."
Indicate whether the statement is true or false
Performance measures such as average response times, repair times, and percent defective are referred to as:
A) benchmarks. B) metrics. C) targets. D) tactics.