SERVQUAL analysis ______.
A. uses defect rates in the production process to identify gaps between services customers expected to receive and what they actually receive
B. is a method for doing gap analysis
C. uses employee absenteeism rates to identify production defects
D. is a predictive model applied to how target markets can be serviced
B. is a method for doing gap analysis
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Imaginative Web sites, smartphone apps, and social media allow marketers to deliver messages that are direct and personal so consumers can ________
A) live the brand B) sustain the brand C) deliver the brand D) enhance the brand E) establish the brand
Getting a commitment from the customer to purchase your product is also known as
A. wrapping it up. B. preparing for follow-up. C. closing the sale. D. asking for the bacon. E. handling reservations.
Foreign outsourcing exposes a firm to the possibility _____.
A. that the firm will not be able to utilize its resources in profitable ways B. of an unexpected cash crunch C. of losses due to depreciation and obsolescence D. that the firm's intellectual property will be pirated or counterfeited
A sinking-fund provision allows for the retirement of a portion of preferred stock each year
Indicate whether the statement is true or false