By the 1990s,many manufacturers discovered that _____ is as critical to retaining customers as the tangible products they buy,and turned attention to such support processes as order entry,delivery,and complaint response.

Question

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The sentence states that manufacturers discovered that "service quality is as critical to retaining customers as the tangible products they buy," indicating that the best choice is A) service quality. The other options listed, systems thinking, perceived value, and inventory management, are not directly mentioned in the sentence as being critical to retaining customers.

By the 1990s,many Manufacturers Discovered That _____ Is as Critical