Extron Electronics Makes Coaxial Cables for Connecting Computers to All

question 10

Multiple Choice

Extron Electronics makes coaxial cables for connecting computers to all types of peripheral devices like printers,modems,and fax machines.For the benefit of its customers,Extron provides a laminated card with pictures of all the possible cable connections that a customer could need.With this card,a customer can order from one to any number of connectors with as many feet of cable as is needed.Orders can be placed using a toll-free number,a fax number or an e-mail address.Company reps are also available 24-hours a day in case the customer is not sure which drawing on the card matches his or her needs.Orders are shipped within 48-hours of receipt.If a customer is not completely satisfied with his or her order,Extron has a 100 percent satisfaction guaranteed return policy.Which of the following trends that has influenced the development of services marketing concepts and strategies as illustrated by Extron's focus on customer service?

• A) The increasing importance of service industries to the U.S.and world economies
• B) The increase of government regulation of service industries
• C) The growth in information-based technology
• D) Increased competition in professional services
• E) Manufacturing firms are placing increased emphasis on providing services

---

Definitions:

Cognitive-Behavioral

A therapeutic approach that addresses dysfunctional emotions, maladaptive behaviors, and cognitive processes through a number of goal-oriented, explicit systematic procedures.

Malingering

Intentionally faking illness to achieve some external gains, such as financial compensation or military deferment.

Financial Compensation

Payment provided to individuals or groups as restitution for loss, injury, or suffering.

Laxatives

Substances that are used to stimulate bowel movements or increase the bulk of feces, often used to treat constipation.