When comparing one product offering to the next-best-alternative, value elements where there are apparent differences are termed _______
a. points of parity
b. points of difference
c. value word equations
d. points of contention
b
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A recent rash of antitrust actions brought in the United States against foreign companies has raised concerns that the United States is violating international law as well as the sovereignty of other nations
Indicate whether the statement is true or false
Gross margin as a percentage of sales is a common analytical tool for service companies
a. True b. False Indicate whether the statement is true or false
Which of the following is NOT a touch point for a hotel?
A) reservations B) frequent-stay programs C) room service D) laundry service E) All of the above are touch points.
Which of the following statements is accurate regarding research on cynicism in organizations?
A. Cynical employees tend to be positive about their workplace when they have a supportive manager. B. Cynical employees tend to be even more cynical when they have a supportive manager. C. Cynical employees tend to be more committed and satisfied than other employees. D. Cynical employees tend to have higher rates of unethical behavior than other employees.