In Order to Meet and Exceed Customer's Expectations, Firms Must

question 124

Multiple Choice

In order to meet and exceed customer's expectations, firms must:

• A) constantly manipulate customers' perceptions of their needs.
• B) answer the questions: who, what, when, where, how, and why as they apply to customers.
• C) continuously improve, innovate, and upgrade their core competencies.
• D) successfully defend their established core competencies from imitation by competitors.

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Definitions:

Relaxation Methods

Techniques designed to reduce tension and stress, promoting a state of calmness and tranquility.

Aversion Therapy

A behavioral treatment method that uses unpleasant stimuli to reduce or eliminate undesirable behaviors.

Classical Conditioning

A learning practice in which the consistent linkage of two stimuli results in a response that, initially generated by the second stimulus, is ultimately generated by the first stimulus.

Alcohol Abuse

The excessive and harmful consumption of alcohol, leading to physical, social, and psychological consequences.