Strategy Highlight 6.1 discusses Toyota's recall challenges with its Lexus brand.All of the following are true EXCEPT:
A) Toyota used the value driver of customer service when it called each owner individually for recommended repairs.
B) By exceeding customer expectations, Toyota turned a serious threat into an opportunity by establishing brand reputation for superior customer service.
C) Toyota's customer responsiveness enabled the firm to influence early adopters who became opinion leaders for influencing others to purchase a Lexus.
D) Since the Lexus recall of the 1990s, Toyota leveraged firm experience effects and has successfully maintained quality leadership in the automobile industry with no major challenges.
Correct Answer:
Verified
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