Instead of Focusing on Cost-Cutting to Achieve Profitability, British Airways

question 37

Multiple Choice

Instead of focusing on cost-cutting to achieve profitability, British Airways gained a competitive edge by focusing on the

• A) number of transactions.
• B) introduction of a new and improved fleet.
• C) development of new accounts.
• D) customer's total experience.
• E) marketing communications strategy.

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Definitions:

Dishabituation

Increase in responsiveness after presentation of a new stimulus.

Habituation

The method through which a person becomes used to a stimulus by being exposed to it multiple times, resulting in a reduced reaction.

Perceptual Skills

Abilities related to the interpretation of sensory input, such as recognizing patterns, objects, and spatial relationships.

Dishabituation

A renewal of response in a habituated organism following the presentation of a novel stimulus.