Which of the Following Statements in the Zappos Case Discussion

question 5

Multiple Choice

Which of the following statements in the Zappos case discussion is TRUE?

• A) High quality shoes are produced in factories owned by Zappos in Asia.
• B) The order entry process is a support service.
• C) The only type of service encounter design used by Zappos is customer to Web service (i.e., human to and from technology).
• D) The return process is a primary service.

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Definitions:

NEO Personality Inventory

A psychological assessment tool that measures the Big Five personality traits: neuroticism, extraversion, openness, agreeableness, and conscientiousness.

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Inner Reality

The subjective experience or personal world of an individual, including thoughts, feelings, and perceptions that are not immediately observable by others.

Private Self

The aspect of a person's self-concept that includes thoughts, feelings, and desires not expressed or visible to others.