4. Look at three websites from which you can order products (such as amazon.com, llbean.com, and zappos.com).

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4. Look at three websites from which you can order products (such as amazon.com, llbean.com, and zappos.com). What are the companies’ delivery promises? What types of standards might they set for these promises? Are these customer- or company-

defined standards?

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Services Marketing Integrating Customer Focus Across The Firm

ISBN: 9780078112102

7th Edition

Authors: Valarie A. Zeithaml, Mary Jo Bitner, Dwayne Gremler

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