Good customer service exceeds customers' expectations

Mission statements should ________ and be defined in terms of ________

A) be technology oriented; meeting the self-actualization needs of customers B) be product oriented; satisfying the esteem needs of customers C) embody the company's short-term plans; current opportunities D) be market oriented; satisfying basic customer needs E) address sales and profits; the net return on investments

A comprehensive alliance is formed when two or more firms ________

A) agree to perform together multiple stages of the process to bring goods or services to market B) manufacture products or provide services in a shared or common facility C) share marketing services or expertise D) reduce their financial risks