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In value chain analysis, companies must also monitor how the activities impact customer experience. According to research cited in the lecture notes, what impacts customer

In value chain analysis, companies must also monitor how the activities impact customer experience. According to research cited in the lecture notes, what impacts customer loyalty the most?
Question 8 options:
a)
Customer loyalty has more to do with how well companies deliver on basic promises, rather than exceeding service expectations
b)
Companies must always strive to completely delight customers by far exceeding their service expectations
c)
Companies must only design a value chain that is efficient and cost effective

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