Which of the following is an incorrect match of customer service performance measure type and measure?
a. Pre-transaction measure ? Number of sales calls made
b. Transaction measures ? Time to seat customer
c. Transaction measures ? Percentage of shipments damaged
d. Post-transaction measures ? Number of service requests
c. Transaction measures ? Percentage of shipments damaged
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Leigh is trying to buy a used car. She knows she will need a certain amount of money to fix the car up the way she wants it afterward, and for that reason she wants a reduction in the price. However, Brent, the car salesperson, wants the maximum price he can get for the car and tells her to take it or leave it. This is known as ______.
A. accommodating bargaining B. assimilative bargaining C. distributive bargaining D. competitive bargaining
Which of the following is not a personality characteristic of charismatic leadership?
A. agreeable B. dominant C. strong moral values D. desire to influence
When you conduct a questionnaire, you survey people by telephone, email, mail, or interviews
Indicate whether the statement is true or false
How can firm performance affect market structure?
a. The best performing firms can dominate the market in the long term by setting standards for prices b. The best performing firms can have exclusive access to key resources c. Firm performance cannot affect market structure d. a and b