Which statement concerning customer service is correct?
a. Customer service only concerns a retailer's intangible activities.
b. Different people almost always judge a retailer's customer service in a similar manner.
c. People's assessment of customer service depends on perceptions—not necessarily reality.
d. Customer service only concerns a retailer's tangible activities.
c
Business
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After determining its advertising objectives, a company's next step in developing an advertising program is to ________
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