Hvaa fullyring er rtt? (5%) (Which of these definitions is correct?)

( ) a skiptir ekki mli hvort herslan er a halda eldri viskiptavinum ea n nja. (e. it does not matter if the emphasis is to behold current customers or getting new ones.)

( ) reianleiki er s jnustuvdd sem hefur minnsta vgi af jnustuvddunum fimm. (e. reliability is the least important of the five service dimensions.)

( ) rangur markassetningu er fyrst og fremst tengd frammistu flugs starfsflks markasdeilda fyrirtkja. (e. marketing results is first and foremost linked to the performance of the marketing department employees.)

( ) Mikilvgt er a svara kvrtunum en ekki er nausynlegt a svara hrsi viskiptavina. (e. it is important to answer complains but not necessary to react to consumers compliments).

( ) Ekkert af ofangreindu er rtt. (e. nothing of the above is correct.)