Digital technologies make it possible to produce and distribute a high-quality duplicate of any digital recording with minimal effort and cost

Which service-quality dimension refers to the knowledge and courtesy of employees?

A) responsiveness B) empathy C) reliability D) tangibles E) assurance

The problem definition process is initiated by which one of the following?

A. The crisis begins. D. Someone feels the need. B. The data are analyzed. E. The publics are defined. C. Solutions are discussed.