After Determining That Reliability Was a Major Concern for Its

question 72

Multiple Choice

After determining that reliability was a major concern for its customers, a pest control company translated customer expectations into behaviors and actions for its monthly sprayings of homes and businesses. Having accomplished that, the pest control company needs next to:

• A) Prioritize the behaviors and actions for which customer-defined standards will be set
• B) Develop feedback mechanisms for measurement of standards
• C) Decide whether hard or soft standards are appropriate
• D) Establish measures and target levels for standards
• E) Track behaviors and actions against existing standards

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Definitions:

Inferior Goods

Inferior goods are types of goods whose demand decreases as the income of the consumer increases, opposite to what is observed with normal goods.

Superior Good

A type of good whose demand increases as the income of individuals increases, contrary to inferior goods.

Demand Curve

A visual chart that illustrates the connection between a product's price and the amount consumers want to purchase.

Price

The monetary value needed to obtain a product, service, or investment.