1. What is the term for the process of creating, communicating, and delivering value to customers and for managing customer relationships in ways that benefit the organization and its stakeholders?
A) financial planning
B) controlling
C) operations management
D) marketing
E) demographic profiling
2. Which of the following is NOT a central aspect of organizational citizenship?
A) reporting structure
B) corporate culture
C) workgroup attitude
D) business field
E) team composition