Consider a situation in which an airline cancels its flight and leaves the customers stranded. This is an example of ______.
A. service excellence
B. service recovery
C. service failure
D. service delivery
C. service failure
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When evaluating the value chain, all of the following are included in the primary value activities except ________.
A. MIS development B. Service C. Inbound activities D. Operations
Merging (adding new customers) and purging (eliminating customers on multiple lists and customers who have not ordered merchandise over a given time period) are key functions in customer contact
Indicate whether the statement is true or false
In a decentralized company, overall profit margins can mask inefficiencies within the various subdivisions
Indicate whether the statement is true or false
Women hold approximately how many Fortune 500 CEO positions ______.
A. 5% B. 15% C. 25% D. 35%