Question $1(16$ points$)$

Chapter $1$

The aspects that make a

business distinctive and make

the employee proud to work

there

A service strategy that puts the cus tomer first, demonstrating a service$-$oriented commitment.

Demographic information that is collected about customers, explaining who the customers are and what they want in terms of service

The process of satisfying the customer, relative to a product or service, in whatever way the customer defines his or her need.

People outside of an

organization that purchase and