A(n) ________ is a computer program that senses when another computer is attempting toscan a disk or access a computer

The first part of a sales message should get the reader's attention. This is often done using a startling fact or _____

A) thought-provoking story B) building their interest by describing benefits C) creating a sense of desire D) a call to action E) an indication of social proof

When communications accurately describe what service quality is provided and can be expected, and consumers are still less than satisfied with the service, there is a gap between ________

A) consumer expectations and management perceptions B) management perceptions and quality standards set by the firm C) expected services and actual services D) expected services and needed services E) service quality standards and consumer expectations