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Posts: 53
A week ago

Question 1.

Charles Schwab's best customers get their calls answered in 15 seconds;  other customers can wait longer.  This is best described as ________.

• increasing consumer participation

• customer empowerment through the Internet

• raising service levels to retain the patronage of profitable customers

• standardizing the service-performance process

• fair play in service delivery

Question 2.

Although I used to use the U.S. Postal Service because it offered better prices on package shipping, now I almost always use FedEx because I can ship from any FedEx*Kinkos location 24 hours per day.  This is an example of which of the following factors leading to customer switching behavior?

• Inconvenience

• Response to service failure

• Involuntary switching

• Ethical problems

• Pricing
Source  Download
Marketing Management
Edition: 13th
Authors:
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wrote...
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A week ago
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Answer 1

raising service levels to retain the patronage of profitable customers

Answer 2

Inconvenience
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wrote...
A week ago
Helps a lot... Now I'm ready for my quiz
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