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14. When determining the things that matter most to a customer through surveys, what are companies trying to measure? O Expectations O Relative Importance O

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14. When determining the things that matter most to a customer through surveys, what are companies trying to measure? O Expectations O Relative Importance O Frequency O Validity > 15. A company uses negative customer comments and remarks as a research method in order to improve service. This company is using the research method. Service encounters O Lost customer Complaints O Ethnographic

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