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If it is true that a company’s relative service quality declined over a five-year period, but ...

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If it is true that a company’s relative service quality declined over a five-year period, but ...

If it is true that a company’s relative service quality declined over a five-year period, but their actual service quality did not change, then which of the following best accounts for the relative service quality decline?
a.   The company mismeasured its actual quality level.
b.   The company mismeasured its relative quality level.
c.   Competing offerings damaged the company’s reputation for product quality.
d.   The competition moved ahead in delivering a higher level of service quality.
e.   There is no way for relative quality to fall while actual quality remains the same.

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Market Based Management

Edition: 5^th

Author: Best

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D-man

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More solutions for this book are available here

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matashola Author

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So helpful

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