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O'Brien's Bed and Breakfast operates a small inn in Wilmington, North Carolina. Kay O'Brien knows that customer service and customer satisfaction are the keys to

O'Brien's Bed and Breakfast operates a small inn in Wilmington, North Carolina. Kay O'Brien knows that customer service and customer satisfaction are the keys to staying in business. Indicate by placing an X in the appropriate column whether the following measures are leading or lagging, qualitative or quantitative indicators of customer satisfaction for O'Brien's Bed and Breakfast

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