Service blueprints ____________, and how these are supported by backstage activities and systems
a. enhance servicescape features such as furniture and lighting
b. complicate employee handling of special requests
c. clarify the interactions between customers and employees
d. enhance customer technical know-how
e. diminish customer complaining capacity
c
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Functional relationships are long-term market exchanges characterized by behavioral loyalty.
Answer the following statement true (T) or false (F)
By effectively managing channel partner relationships, retail and service pricing can be kept down.
Answer the following statement true (T) or false (F)
When promoting products and writing sales letters, which of the following is legal?
A) Including a "puffery" statement such as We offer the best service in the industry B) Using a celebrity's name or likeness in a sales message without his or her permission C) Telling people they are sweepstakes winners or finalists when they really aren't D) All of these choices are legal.
Mark's home had burned to the ground. When he met with his insurance adjuster, she accused him of burning down the house, and said she would have him criminally prosecuted if he didn't settle the claim for much less than the house was worth. Mark agreed to the settlement. If he changed his mind, he can probably rescind the settlement on the basis of
a. fraud. b. duress. c. undue influence. d. mistake.