XM Radio Is Concerned About How the Increasing Use of MP3

question 181

Multiple Choice

XM Radio is concerned about how the increasing use of MP3 players will affect the future sales of its satellite radio service.The company decides to gather information about the changing trends in music access to prepare for this trend.XM Radio's process is called

• A) environmental scanning.
• B) target marketing.
• C) surveying.
• D) environmental analysis.
• E) dynamic responsiveness.

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Definitions:

Service Quality

The assessment of how well a delivered service matches customers' expectations.

Tangibility

The attribute of being able to be touched, seen, tasted, felt, or smelled, often used in differentiating goods from services.

Service Quality

The degree to which a delivered service meets the expectations of the customer, often assessed through dimensions like reliability, assurance, tangibles, empathy, and responsiveness.

Empathy

The ability to understand and share the feelings of another person.