Which of the following is a strategy for enhancing customer participation in the service process?
A. Recruit, educate and reward customers
B. Allow customers to define their own roles
C. Conduct lost customer research
D. Measure internal service quality
E. Increase emotional labor
Answer: A
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Which of the following would be considered a discrete loss in a production process?
a. adding the correct ingredients to make a bottle of ketchup b. putting the appropriate components together for a stereo c. adding the wrong components when assembling a stereo d. putting the appropriate pieces for a bike in the box
Which of the following is a metric of customer satisfaction?
A) net promoter score B) top 10 Internet search keywords C) partner recruitment by region D) closed sales by product
Kelly borrows $12,000 from Terry Oswald to pay for her mother's surgery. The debt-repayment period is 15 months, but Kelly manages to repay it in 11 months
Which of the following must be filed by Oswald after receiving the final installment of his money? A) financing statement B) statement of collateral claim C) termination statement D) continuation statement
Virtually all word-processing software and every kind of computer can handle a file saved in Plain Text format
Indicate whether the statement is true or false