According to Kotelnikov 2008,the definition of 'quality' focuses on achieving
A) value entitlement
B) conformance to standards
C) high quality products at a high cost
D) 'add-ons'
Correct Answer:
Verified
Q20: Customer satisfaction occurs when organisations
A)build customer service
Q21: What will help staff of an organisation
Q22: The PAIR strategy for customer complaint involves
A)pleasing,attending,investigating
Q23: Periodic revenue,when considering the lifetime customer value,relates
Q26: From a retail standpoint,the key to winning
Q27: According to Rosen 1997,most customers are lost
Q28: According to Kilborn 2003,up to 80% of
Q29: Market damage refers to
A)loss of revenue
B)loss of
Q43: The best way to find out what
Q48: The intention when resolving customer complaints is
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