1.1. Which sentence is incorrect? a. Customer satisfaction is measured as the percentage of customers who return for more service. b. Customer retention is an important indicator that every company should track. c. Systems have been created to mine these data to improve customer service and retention are called customer-relationship management systems. d. With business information systems - especially over the Internet - companies are receiving volumes of customer-related data. 1.2. .Regarding to 5-gap model, which of the following activities should be applied to narrow the gap between actual customer expectations and management's perception of customer expectations? a. Implement sufficient marketing research. b. Enhance the interaction between management and customers. c. Encourage to listen to customer complaints. d. a and c e. a, b and c 1.3. According to David Garvin, which sentence is incorrect? a. Most definitions of quality were either transcendent, product-based, user-based, manufacturing-based or value-based. b. In transcendent definition, quality is intuitively understood and easy to communicate, such as beauty or love. c. In user-based definition, if the customer is satisfied, the product has good quality. d. In product-based definition, quality is found in the components and attributes of a product. 1.4 Which of the followings is not one of gaps in SERQUAL model? a. Gap between actual customer expectations and management's perception of customer expectations. b. Gap between management perceptions of customer expectation and perceived service. c. Gap between service quality specifications and service delivery. d. None of the above