If a manager sees a potential outlier in the data, he or she should first determine whether the data is correct

Shlomtza's Sheets has its checking account plus a line of credit with Superficially Friendly Bank. It draws from its credit line and uses the funds to add to its inventory. What are the results of the actions in the above question for Superficially Friendly Bank?

a) Its total assets and total liabilities both increase b) Its total assets increase and total liabilities decease c) Its total assets and total liabilities both decease d) Its total assets decrease and total liabilities increase e) Its total assets are unchanged and total liabilities increase f) Its total assets and total liabilities are both unchanged

Which of the determinants of service quality involves performing the service right the first time?

A) access B) courtesy C) credibility D) reliability E) responsiveness