Which of the following involves analyzing very specific customer complaints?
A) SERVQUAL
B) total quality management (TQM)
C) gap analysis
D) the critical incident technique
E) servicescape
D
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The Federal Express structure, with regional presidents and their "armies," is modeled after a system made popular by the:
A. Roman Catholic Church B. United States Postal Service C. Greeks D. Romans
Each of the following is a non-technological limitation of EC except
A) software development tools are still evolving. B) lack of trust in EC and in unknown sellers hinders buying. C) people do not yet sufficiently trust paperless, faceless transactions. D) online fraud is increasing.
The institutional market is made up of businesses that buy goods to be converted into other products or that are used up during production
Indicate whether the statement is true or false.
The following are examples of LBOs EXCEPT:
A. BC Partners and PetSmart. B. Fiat and Ferrari. C. Blackstone and Team Health Holdings. D. All of these options are LBOs.