Scenario 14-2 You Open Up Your Laptop to Begin Writing a Term

question 35

Multiple Choice

Scenario 14-2
You open up your laptop to begin writing a term paper for your English literature class.You do a quick Google search on a few key phrases involving Shakespeare, Dickens, and Hemingway.But before you go further, you play a few video games, check your email, visit a couple music websites, take a cybertour of a new sports stadium, go to a coupon site, solve a murder mystery, go back to Google to check out a big name in the news, submit a slogan for a new local restaurant, and read a couple editorials on a magazine site.Then, you figure it's time to get down to work.
-(Scenario 14-2) In running keyword searches using Google, you took part in a common practice.In one month, Americans conduct more than ____ such searches, and ____ of those are conducted on Google.

• A)30 billion; 75 percent
• B)15 billion; 65 percent
• C)5 billion; 45 percent
• D)1 billion; 85 percent

---

Definitions:

Service Quality

Service quality is the degree to which a service meets the customer's expectations and needs, often considered a key factor in customer satisfaction and loyalty.

Responsiveness

The ability of a business or organization to quickly and effectively reply to customer inquiries, complaints, or needs.

Customer Relationships

The interactions and engagements a business has with its customers, aimed at building loyalty and long-term customer satisfaction.

Innovativeness

The quality of being able to introduce new ideas, originality, and creativity.