When Assessing a Firm's Quality from the Customer's Perspective, Marketing

question 133

Multiple Choice

When assessing a firm's quality from the customer's perspective, marketing managers must take account of all relevant _____ where customers have contact with the firm and its products.

• A) locations
• B) touchpoints
• C) sales data
• D) connectors
• E) intersects

---

Definitions:

Agreeableness

A personality trait characterized by warmth, kindness, empathy, and a readiness to cooperate and avoid conflict with others.

Conscientiousness

An attribute denoting someone's knack for systematic arrangement, consistency in dependability, and an intense feeling of obligation.

Monozygotic Twins

Identical twins that result from one fertilized egg splitting and developing into two embryos, sharing 100% of their genetic material.

Dizygotic Twins

Also known as fraternal twins, they are siblings born from separate eggs fertilized by separate sperm cells, sharing 50% of their genetic material.