is also known as "value chain a. Organizational Hierarchy b. Supply Chain c. Information Chain d. None of the above Which one of the following is an example of a causal model? a. Delphi method b. Moving average c. Cross-impact analysis d. Regression All but one of the following is a reason for outsourcing services. a. Avoids coordination expenses and delays b. Allows the firm to focus on its core competence c. Provides access to latest technology d. Leverages benefits from supplier economies of scale According to Maister's Second Law of Service: a. First impressions can influence the remainder of the service experience b. Perceptions minus expectations equal the level of customer satisfaction c. Quality in the service industry is essentially free d. A waiting customer cannot be satisfied