Q28: Customer-driven quality represents a proactive approach to
Q34: Guarantees should be designed prior to beginning
Q37: A guarantee outlines the customer's rights.
Q45: Customer rationalization results from agreement between marketing
Q62: Annuity relationship results in the customer providing
Q63: Competence means possession of the required skills
Q66: Feigenbaum, Crosby, and Peters developed the survey
Q67: To segment markets means to distinguish customers
Q67: Credibility involves consistency of performance and dependability.
Q70: Reliability concerns the willingness or readiness of
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