Emotional appeals:
A) have been used more frequently in business-to-business ads in the past decade
B) are designed to evoke cognitive responses
C) primarily describe product attributes
D) are difficult to create on television
A
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The customer service representatives at a call center have been asked to handle each call within five minutes. At the same time, they have been asked to answer all customer queries in detail and provide appropriate solutions
What kind of service gap is apparent here? A) gap between perceived service and expected service B) gap between service delivery and external communications C) gap between service-quality specifications and service delivery D) gap between management perception and service-quality specification E) gap between consumer expectation and management perception
______ occurs when lower expectations lead to lower performance.
A. Pygmalion effect B. Galatea effect C. self-fulfilling prophecy D. Golem effect
A predetermined data approach to time standards can be completed before actual production begins
Indicate whether the statement is true or false
A table that is in first normal form may contain problems that will require you to restructure it.
Answer the following statement true (T) or false (F)