Question: QUESTION 4 ( 2 5 Marks ) In this customer driven market, consumers have become very vociferous and demand quality, service, equality, transparency and ethics.

QUESTION 4(25 Marks)
In this customer driven market, consumers have become very vociferous and demand quality, service, equality,
transparency and ethics. Customers feel no loyalty or guilt to shun and shame brands on social media sites such as
Dark Twitter and Facebook that do not comply with the current standards of quality, service and ethics etc.
Advise companies like Tata, Nestle and Mastercard, etc. in India as to how best they can manage service quality.

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