According to our reading all of the below are factors around customers' behavioral intentions with organizations, except ____________.

A)	Customer loyalty to the company

b internal response

c. propensity to switch

d. willingness to pay more

The below model provides several dimensions to help organizations determine how their customers perceive their service related quality.

a. business process managament

b. ISO 9000

c. lean

d. six sigma

When a doctor's office has the doctor applying a band-aid to a patient's minor scrape while patients are waiting for their overdue appointment, instead of by one of the nursing staff, this could be considered the ___________ category under Lean waste or muda.

a. defencts

b.

motion

c. waiting time

d. non utilized skills

e. c and d

All stakeholders are important, however, arguably the most important stakeholder in the design and continual improvement of an organization's process is the _______________.

a. custoemrs

b. governemnt

c internal revenue service

d sharegolders.