The local bank is having far too many complaints about customer wait time. to compensate, the bank added one additional teller and instituted one queue that feeds all three teller lines. the line moved quickly, and even though someone’s overall wait time might not be shorter, complaints decreased. the bank’s reaction to the complaint employed which service factor?

Saks fifth avenue wants to learn about its consumers' attitudes toward on-line purchases. there are numerous studies that are available about consumers and on-line buying, but saks believes its customers might be different from the usual on-line consumer profile, so they decide to conduct their own study. if saks were to use the available data about consumer attitudes, it would be using data; however, if saks does its own study it would collect data.