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matashola matashola
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7 years ago
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.
Textbook 
Market Based Management

Market Based Management


Edition: 5th
Author:
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D-manD-man
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7 years ago
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matashola Author
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7 years ago
So helpful
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