Barnes and noble lost its market share in book retailing to amazon. it tried to regain market share by offering a similar electronic reader, the nook, to the amazon kindle series. this demonstrates that barnes and noble lacked a. a short-term strategy. b. a company-wide strategy. c. a sustainable competitive advantage. d. good suppliers.

Gwen, a manager at exude apparels inc., received a message from a customer requesting a replacement for a purchased pair of shoes. exude apparels has a clearly stated no-return policy. gwen responded to the customer denying the request in a tactful and clear manner. despite this, the customer submitted a second request. in this scenario, which of the following is an appropriate response to the second request?