External failure costs are the costs incurred after the product is shipped or the service is delivered to the customer
Indicate whether the statement is true or false
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Which of the following is true regarding competitive rivalry?
A) The more competitors an industry has, the higher will be the differentiation among them. B) High differentiation among competitors increases competitive rivalry. C) Excess capacity within an industry can cause competitors to intensify their moves against one another. D) Intense competitive rivalry leads to higher prices and margins. E) Intense competitive rivalry leads to lower marketing and sales expenses for retaining customers.
Negligence is the failure to exercise minimal care
a. True b. False Indicate whether the statement is true or false
A bank closing one of its branch locations at midday to balance transactions because it is efficient for the bank, even though it is not convenient for customers who want to do their banking during the lunch hour, is an example of a gap between
________. A) established quality standards and service delivery B) expected service and perceived service C) consumers' expectations and management's perceptions D) management's perception and quality standards set by the firm E) service quality standards and consumers' perceptions
Board meetings are typically held at regular intervals
Indicate whether the statement is true or false