When Buffalo Bank required all customers to use its online banking services, over 20 percent of its customers closed their accounts. In this scenario, Buffalo Bank's service fell outside customers' zone of tolerance.
Answer the following statement true (T) or false (F)
True
The zone of tolerance refers to the area between customers' expectations regarding their desired service and the minimum level of acceptable service-that is, the difference between what the customer really wants and what he or she will accept before going elsewhere. The fact that so many customers closed their accounts suggests that Buffalo Bank no longer offered service falling within most customers' zones of tolerance.
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Before the enactment of the environmental protection laws of the 1970s, which of the following was the generally accepted approach in the United States to business's responsibility?
A. Only individuals who could prove that they had been harmed by pollution could raise legal challenges to air and water pollution. B. As long as business responded to the market and obeyed the law, it met its environmental responsibilities. C. Laws established minimum standards to ensure air and water quality and species preservation. D. Absent any proof of negligence, public policy lets the market decide environmental policy. E. A and D. F. B and C.
The business decisions made by the operations management department include manufacturing data, distribution data, and production data.
Answer the following statement true (T) or false (F)
Product profiling ______.
A. is a way to evaluate the alignment of the needs of a company’s markets with its processes B. identifies the key product and service dimensions required by a market to be in compliance with government regulations C. identifies the key product and service dimensions required by a market to be in compliance with ISO requirements D. identifies the key product and service dimensions required by a market to be in compliance with state audits
Which research method offers the advantages of high response rates, great flexibility in dealing with respondents, and good control of questions?
A. In-person interviews D. Content analysis B. Focus groups E. Secondary analysis C. Panel study