Personal factors that are stable over time and that increase a ...

[penguins]

Personal factors that are stable over time and that increase a customer's sensitivity to how a service should be best provided are referred to as:
 A) situational factors.
  B) explicit service promises.
  C) perceived service alternatives.
  D) transitory service intensifiers.
  E) enduring service intensifiers.

Question 2

As a tool of positioning strategy, perceptual maps illustrate two basic issues. First, they indicate products/brands that are similar in terms of relative mental position. Second, they illustrate:
 A) which brands occupy the same relative space.
  B) how competing brands imitate one another.
  C) voids in the current mindscape for a product category.
  D) how long a brand has held its relative mental image.
  E) how much longer a brand is likely to hold its relative mental image.

[jackie]

Answer to Question 1

E

Answer to Question 2

C