Chapter 9—Product Concepts
a. empathy b. assurance c. tangibles d. reliability e. responsiveness ANS: A. Empathy refers to providing caring and individualized attention to customers. PTS: 1 REF: 161 OBJ: 11-3 TYPE: App TOP: AACSB Reflective Thinking | TB&E Model Product | TB&E Model Customer. 32. Virtual Bellhop is a company that ships awkward sporting goods to vacation ... ................
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