Using the information in Table J.8 and the SPT rule, what is the average days past due?
A) fewer than or equal to 6.0 days
B) greater than 6.0 days but fewer than or equal to 7.0 days
C) greater than 7.0 days but fewer than or equal to 8.0 days
D) greater than 8.0 days
B
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Your friend Jane is having a difficult time with her relationship. After she tells you about her problems, you respond with a number of suggestions that respond specifically to the issues she isolated. She gets upset because she feels like you are judging her. From this example, you appear to have engaged in ______ listening when you should have used ______ listening.
a. comprehensive; empathic b. empathic; critical c. discriminative; comprehensive d. discriminative; appreciative
The ________ rates the various elements of the service bundle and identifies required actions
A) company performance analysis B) voice of customer measurement C) customer factor measurement D) importance-performance analysis E) customer importance analysis
Requests for recommendations are generally organized using what approach?
A) Question and answer B) Direct C) Indirect D) Persuasive E) Free form
Which of the following is appropriate when the research objective is generalization?
A) averages B) confidence intervals C) cross-tabulation D) correlation E) ANOVA