Who is responsible for creating the formula for coefficient alpha?
a.Lee Cronbach
b.Jacob Cohen
c.Karl Pearson
d.R. A. Fisher
ANS:A
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Perceived customer value is determined by ________
A) subtracting relative cost of purchase from relative performance B) adding performance to enhancement value C) dividing product performance by average performance D) dividing product performance by the number of customers E) comparing the price-performance matrix entries
Retailers can minimize the time taken to get a problem resolved and increase customer satisfaction by
A. empowering the first contact employee to act quickly to solve the problem. B. assuming what the customer is complaining about or what solution the customer is seeking. C. directing customers to leave feedback on the store's website. D. minimizing the personal attention given to the customer and resolving the problem abruptly. E. referring the customer to several different employees to get the problem resolved.
______ is based on the idea that long-run profitability and efficiency of an enterprise depends on the customers’ overall satisfaction with the company’s and its supply chain partners’ products or services.
A. Collaboration-focused supply chain management B. Communication-focused supply chain management C. Customer-focused supply chain management D. Company-focused supply chain management
One hundred dollars ____ needed to hold your hotel reservation
A) were B) are C) is