Common in the Southeastern Conference and a growing model in collegiate athletics is a structure in which the program is run through an outside entity that is incorporated by the state.

What is a concept that takes a total system approach to creating efficient operations?

a) lean systems b) enterprise resource planning c) customer relationship management d) management science e) management information systems

Negative gaps in perceived service quality can be remedied by:

A) lowering customer expectations. B) creating zero-value products. C) increasing the price. D) reducing the service quality.