Question 1
B2B customers in the high-tech industry prefer __________ for customer service communications.
A. telephone contact
B. CRM
C. the Internet
D. self-service
Question 2
Which of the following is NOT a characteristic that defines software agents?
A. Collaborative
B. Agency
C. Intelligence
D. Mobility
Question 3
Which of the following is NOT a dimension of perceived justice applied when a customer evaluates the quality of complaint handling?
A. Distributive
B. Interactional
C. Transactional
D. Procedural
Question 4
Satisfaction is most linked to:
A. product awareness.
B. recommendations.
C. trust.
D. sales.