When dealing with conflict, be silent and listen to the other party

_____ refers to the follow-up activities that a service firm might engage in after a customer transaction

a. Need recognition b. Postpurchase communication c. Collective bargaining d. Sales prospecting

Recognizing that some people eat cereal because of its nutritional value, some people eat cereal because it is easy to prepare, and some eat cereal because it tastes good is part of the ________ process

A) perceptual map B) segmentation C) customerization D) differentiation E) positioning