In terms of business nonmarket action, ________ can take two basic forms: one involves misrepresentation and the other involves exploiting institutional features

If a customer expects to wait one week for a pair of shoes to be mended but is told that the shoes are ready to be picked up less than 24 hours after leaving them at the repair shop, the customer's evaluation of service quality will be high. However, a two-week wait would result in a lower evaluation. The two-week gap would illustrate a gap between which of the following?

a. the service customers receive and the service they want b. what customers want and what management thinks customers want c. what the company provides and what the customer is told it provides d. service quality specifications and the service that is actually provided

Placing a hand on a coworkers shoulder while discussing a project could be understood as a nonverbal signal for what?

A) Confusion B) Empathy C) Teamwork D) Control E) Friendliness