Which of the following is an example of a gap between management perception and the service-quality specifications?

In the ________ method for assessing customer value, customers are asked how costs of using a new product compare to those of using an incumbent product.

The customer service representatives at G.K.’s customer service center must know as much about the products as possible, so that they can help customers solve their difficulties without sounding hesitant or unsure of themselves. Which of the following determinants of service quality are they being asked to demonstrate?

Gillette uses ________ pricing when it offers razor handles at a low cost, but places a high markup on the replacement razor blades that fit in the handles.

When Johnson Controls reached beyond its climate control equipment and components business to manage integrated facilities by offering products and services that optimize energy use, it was said to be providing ________.

A firm that serves small market segments that are not being served by bigger firms is known as a market ________.

Dumping occurs when a company ________.

In addition to its store brands and nationally well-known brands of detergents, Reynold’s also carries much cheaper varieties of detergents that are not advertised and have little-known names. They are often manufactured from lower-quality ingredients and save on packaging and advertising costs. These are known as ________.

A(n) ________ VMS consists of independent firms at different levels of production and distribution, integrating their programs on a contractual basis to obtain more economies or sales impact than they could achieve alone.

In a retailer cooperative, ________.