The Manager of Kobes Nurseries Believes the Store Is Doing

question 59

Essay

The manager of Kobes Nurseries believes the store is doing a good job of meeting customers'
service expectations. His belief is based on an analysis of the customer complaints he has received. What is wrong with his approach?

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Definitions:

MP3 Technology

A digital audio coding format used for compressing music files and audio data, enabling efficient storage and transmission while preserving sound quality.

R&D Expenditures

Refers to the money spent on research and development activities, aiming at new product development or existing product improvement.

Invention

The act of creating or designing something that did not previously exist, usually a new device, method, or process.

Diffusion

The process by which an innovation or technology is adopted over time among members of a social system, community, or market.