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Author Question: Leading service firms carefully monitor customer satisfaction because it is linked to customer ... (Read 113 times)

ap345

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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.


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joshraies

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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.


ap345

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Reply 2 on: Jun 28, 2018
Thanks for the timely response, appreciate it

mcarey591

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Reply 3 on: Yesterday
Wow, this really help

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