Which of the following is the best example of a service firm that attracts customers with low base prices and then piles on additional fees
a. Rental cars
b. Fast food
c. Education
d. Roofing
e. Consulting
a
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Differentiation attempts to create an impression of difference for the company’s product or service in the mind of the ______.
A. manager B. customer C. employee D. shareholder
The Civil Rights Act of 1964 does not prohibit job discrimination in the hiring process.
Answer the following statement true (T) or false (F)
A purchasing agent whose daughter works for a supplier has a conflict of interest
Indicate whether the statement is true or false
Eddie Bauer, a catalog retailer, offers customers three different delivery options: 5 to 7 days via standard delivery; 3 to 4 days via express delivery; or 2 days via express plus delivery. The delivery rates are higher for faster service. For example, on orders over $75 standard delivery is $9.95, express delivery is $15.95 and express plus delivery is S18.95. By offering different delivery options, Eddie Bauer is:
A. Making multilevel service promises B. Communicating criteria for service effectiveness C. Exceeding customer expectations D. Managing horizontal communications E. Managing customer expectations