5. Early personal computer users remember the cumbersome, user.unfriendly "DOS system. When Apple introduced System 1 and Microsoft introduced Windows, both of which were much easier to use, these new products diffused rapidly because of their: @ compatibility. c. trialability e. observability. * b. relative advantage. d. complexity. 6. Bank of America uses a complex polling system coupled with a customer response measurement system to assess consumers' responses to new products and services. Bank of America is using a(n) program to improve service quality and service offerings. a. zone of tolerance C. empowerment voice-of-customer b. standards analysis d. quality gap analysis