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Author Question: The defection management process includes all of the following steps except: A) Communicate to ... (Read 66 times)

OSWALD

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on: Jun 28, 2018
The defection management process includes all of the following steps except:
 A) Communicate to employees the importance of retaining current customers and the benefits obtained by reducing defections.
  B) Minimize service guarantee payouts.
  C) Train employees in defection management.
  D) Tie incentives to defection rates.
  E) Create switching barriers that discourage defections.

Question 2

Assume a customer planning to purchase a Wii U gaming console made this statement: Given the expense and all the hype about the new Wii U, it ought to be the best gaming console ever made. What type of expectation does this customer have about the Wii U?
 A) an ideal expectation
  B) a normative expectation
  C) an experience-based expectation
  D) a minimum tolerable expectation
  E) a highly involved expectation


miss.ashley

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Reply #1 on: Jun 28, 2018
Answer to Question 1

B

Answer to Question 2

B


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OSWALD

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Reply #2 on: Jun 28, 2018
Correct answers!


miss.ashley

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Reply #3 on: Jun 28, 2018
Great! Please up vote :D


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