Author Question: Leading service firms carefully monitor customer satisfaction because it is linked to customer ... (Read 114 times)

ap345 · **on:** Jun 28, 2018

Leading service firms carefully monitor customer satisfaction because it is linked to customer loyalty and, in turn, to long-term profitability. Xerox, for example, found that very satisfied customers were ________ times more likely to repurchase Xerox products than satisfied customers.
a. two
b. three
c. four
d. five
e. six

Question 2

Discuss the two basic means of obtaining primary data.

joshraies · **Reply #1 on:** Jun 28, 2018

Answer to Question 1

e

Answer to Question 2

The two basic means of obtaining primary data are communication and observation.
Communication involves questioning respondents to secure the desired information,
using a data collection instrument called a questionnaire or survey. Observation involves
scrutinizing the situation of interest and recording the relevant facts, actions or
behaviors.