Which of the Following Incidents Is Likely to Influence a Customer's

question 9

Multiple Choice

Which of the following incidents is likely to influence a customer's perception of service quality of an appliance store?

• A) A late night call to the store's service department
• B) The relationship the customer has established with the store after buying several different appliances
• C) A salesperson's explanation of extended warranty service
• D) The welcoming atmosphere of the store
• E) All of the above

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Definitions:

DNA

The molecule that carries genetic instructions for the development, functioning, growth, and reproduction of all known living organisms.

Proteins

Large, complex molecules essential to the structure, function, and regulation of the body's cells, tissues, and organs.

Human Genome

Describes the complete set of nucleic acid sequences for humans, encoded as DNA within the 23 chromosome pairs in cell nuclei and in a small DNA molecule found within individual mitochondria.

Genes

Units of heredity made up of DNA that determine characteristics of living organisms.