________ refers to the ease with which critical components or functions can be tested during production
Fill in the blank(s) with the appropriate word(s).
Answer: Testability
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If you can't be sure which medium will be best to convey your persuasive message to a diverse audience, you should
A) choose the one that is most economical. B) select the one that is easiest to use (such as email). C) use two or more media at the same time. D) choose one at random and see how well it works. E) not send the message.
What is the main way in which new technologies do not create greater value to service organizations?
a. Employees don’t want to have to learn new ways of doing things. b. The human contact aspect of the service experience can be lost. c. They can create confusion for guests. d. The time it takes to install and implement new technologies.
One of the major goals of the Sweetcake Restaurant is customer satisfaction. In the light of this goal, match the internal business processes perspective with the appropriate target
A) Increase the continuous training to chefs B) Serve the food within 10 minutes of placing an order C) Make sure the customer appreciation program is successful D) Increase the profits of the restaurant
A computer dealer determines customer satisfaction of recent computer buyers on the basis of questionnaires mailed to recent customers
These questionnaires cover all aspects of the transaction from the first encounter with a salesperson to initial quality of the computer to satisfaction with any servicing the computer might require. The survey involves _____. a. coordinated effort b. the total retail experience c. long-run planning d. relationship retailing