Canvas

Question $12$

$2\mathrm{.}5pts$

A recent consumer survey conducted for a car dealership indicates that, when buying a car, customers are primarily concerned with the salesperson's ability to explain the car's features, the salesperson's friendliness, and the dealer's honesty. The dealership should be ESPECIALLY concerned with which determinants of service quality?

communication, responsiveness, and reliability

competence, courtesy, and security

communication, courtesy, and credibility

competence, responsiveness, and reliability

Question $13$

$2\mathrm{.}5pts$

Which of the following statement is false?

$$ Kaizen is similar to TQM in that both are focused on continuous improvement.