Exceeding customer expectations is often referred to as customer ________.
A. delight
B. excellence
C. loyalty
D. satisfaction
E. essence
Answer: A
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____________are moral principles or rules that determine ethical behaviors.
a. Values b. Ethics c. Expectations d. Norms
VALS FrameworkVALS creates profiles of people based on their primary motivation and resources. In the VALS framework above, D refers to
A. Ideals. B. Survivors. C. Innovators. D. Achievement. E. Self-Expression.
Analysts concerns with postretirement benefits include all of the following except:
a. should the underfunded postretirement benefit obligation be added to liabilities in assessing risk? b. How reasonable are the firms' assumptions regarding health care cost increases? c. Is the postretirement benefit fund adequately paying benefits. d. Is the postretirement benefit fund generating returns consistent with the expected rate of return?
What is defined as the incompatibility between two or more attitudes or between attitudes and behaviors?
A. affective confusion B. cognitive dissonance C. thought diversity D. behavioral conundrum