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dwilliams11 dwilliams11
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5 years 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
Textbook 
Marketing Management

Marketing Management


Edition: 13th
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Kailz1218Kailz1218
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dwilliams11 Author
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5 years ago
Helps a lot... Now I'm ready for my quiz
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