1. Which of the following is the main intent of the service delivery system matrix?
a. It illustrates the continuum of interaction between marketing and operations.
b. It illustrates the strategic choices in service delivery system design.
c. It illustrates the interaction between customer wants/needs and the service recovery plan.
d. It illustrates the complexity and customization required of provider-routed processes.
2. The essence of "Corporate Social Responsibility" (CSR) is that:
a. The profits of a company increase when it donates to charitable organizations because it receives a huge tax benefit.
b. By serving economic and charitable goals the company meets broader needs in society while at the same time serving the needs of the stockholders and focusing on profits.
c. Corporate leaders should just be "good people" because it is the right thing to do.
d. A company's only social responsibility it is to make money.