Question: will see one question at a time. Once you answer the question you will not be able to return to it. Question 13 The value

will see one question at a time. Once you answer

will see one question at a time. Once you answer the question you will not be able to return to it. Question 13 The value of a product or service is the sum of a customer's perceptions of the following factors, EXCEPT: 0 Product or service quality Service provided by the organization The organization's personnel The organization's image The organization's machinery and equipment Question 14 Customer is a behavioral concept, but it can be also measured. O Customer Retention O Customer Loyalty Customer Perception Customer Focus BC One question at a time. Once you answer the question you will not be able to return to it. Question 15 The purpose of this step is to help representatives of the organization determine whether they are in touch with customer needs: Gather information Analyze reports Speculate about results Plan how to gather information Next Question 16 Which of the following tools is used to evaluate feedback from customers? R-Chart Affinity Diagram Focus Group Pie Chart

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