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15.834 Complaints Please read the package and think about Which replies are good and why? Which replies are bad and why? Is a reply always better than none? What do the companies get out of this?
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Complaint Management is an Investment Cost of customer acquisition vs. retention Loyalty Word of mouth (positive or negative) Information for design changes Compensation may exceed price
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In a service company, important parts of the product are being designed by the front-liners every time they serve a customer They are uniquely positioned to read customer needs. You need to provide them with information(about costs)and incentives
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The fox case- Room for one more A number of changes make it easier to enter cheaper transmission technology more syndication more independent stations demographics makes the \young\niche larger The networks have a hard time defending
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The Wheel of retailing GG ain entry with low prices rain trust and loyalty Add offerings and raise prices Differentiate from new no -frills entrants
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Consumers benefit from search/broker services Consumer trust can be leveraged across many product categories How will brick and mortar agents fare vs electronic agents?
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Consumers benefit from search broker services Consumer trust can be leveraged across many product categories How will brick and mortar agents fare vs electronic agents?
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旋毛虫形态 一、成虫形态 1 线形 2 一体小,体长1.5-4mm 3 虫体前端咽管约占虫体的13-1/2 4 雌虫的阴门位于体前13处
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提纲 1、如何凝练一个科学的问题 2、如何构思论证逻辑 3、如何写文章的第一段话 4、如何写摘要 5、论文的基本体例
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在一个产业中,参加竞争的每一个公司都有其显式的或隐式的竞争战 略。这一战略可能在计划过程中以显式提出,或者可能通过公司各职能部门 的活动以隐式演进。如果听任各部门自行其是,则它们不可避免地将依从于 其业务性质和负责人兴趣的驱使而各自力政。然而,这些部门各自为政的集 合却极少是公司的最佳战略。 当今,美国及国外公司对战略规划的强调反映了这样一种观点:即一个 显式的战略制定过程总能产生显著的效益,它保证职能部门至少在政策上(如 果不是行动上)与一系列共同的目标相协调,并受这些目标魄指导
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