Stacy manages a specialized environmental consulting practice. Client feedback obtained in the past 12 months indicates that her business is on the decline. Stacy decides to implement various changes within her practice to improve service quality. One of the key elements of these changes will be to refocus her staff on

• a. giving clients what they want no matter the cost.

• b. occasionally meeting the needs of clients.

• c. measuring product performance.

• d. establishing short-term relationships.

• e. making it easy and enjoyable for clients to experience a service.