Managing Customer Relationships Instead of Focusing on Transactions _______________

question 28

Multiple Choice

Managing customer relationships instead of focusing on transactions _______________.

• A) often leads to long-term, cost-effective exchange relationships
• B) is time-consuming and of limited value
• C) takes attention away from creating new products and services
• D) requires added personnel and reduces organizational flexibility

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Definitions:

Kitty Genovese

An American woman whose 1964 murder in New York City highlighted the bystander effect and led to research on diffusion of responsibility and the establishment of the 911 emergency system.

Evolutionary Perspective

A theoretical approach that explains various aspects of human nature as a result of evolutionary adaptation.

Biomedical Paradigm

A model that focuses on biological determinants of health and disease, often emphasizing medication or surgery as treatments.

Observational Learning

The process of acquiring new behaviors or information by watching the actions or outcomes of others.