It is never useful to work shadow--that is to follow people around as they work

Because many services involve a process of continuous interaction between the service organization and the customer, what is an important strategy?

a. relationship marketing b. affiliation marketing c. patronage marketing d. interactive marketing

In cross-sectional analysis, a firm's financial ratios are

A) judged against the performance of firms in the same industry. B) compared with the firm's ratios from the most recent period. C) compared with ratios from all firms. D) compared with a general standard. E) plotted over time to isolate trends.