Exam 14: Customer Satisfaction and Customer Relationships

Newport Country Club has a few unhappy members.They were not treated well at their last dinner at the club.What can Newport Country Club do to prevent these members from leaving the club for another club or quitting the country club lifestyle altogether?

(Essay)

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(36)

Question 61

Marketers talk of three kinds of expectations.Which of the following is NOT one of them?

(Multiple Choice)

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(50)

Question 62

When a consumer does not have much personal experience with a realtor (e.g., a first-time home buyer), he will form expectations from

(Multiple Choice)

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(31)

Question 63

Hygiene and motivating factors are analogous to core and value-added.

(True/False)

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(35)

Question 64

Comparing a purchase to expectations occurs when the item purchased is comprised primarily of __________ characteristics.

(Multiple Choice)

4.8/5

(33)

Question 65

When customers become dissatisfied, what is the primary means of regaining the customer?

(Multiple Choice)

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(41)

Question 66

There are three possible outcomes of customer evaluations: (1) satisfaction, (2) delight, or (3) dissatisfaction.

(True/False)

4.8/5

(43)

Question 67

Most customer segments' expectations of quality are not unrealistic.

(True/False)

4.8/5

(36)

Question 68

Customer lifetime value assessments involve which three types of components?

(Multiple Choice)

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(35)

Question 69

Marketers don't track customer evaluations because

(Multiple Choice)

4.8/5

(44)

Question 70

__________ is defined as the trade-off of the quality of the purchase received compared with the price paid and other costs incurred.

(Multiple Choice)

4.8/5

(45)

Question 71

Honda offers a line of cars from less expensive to more expensive.What is Honda's goal with regard to this line?

(Multiple Choice)

4.9/5

(35)

Question 72

List the various sources of expectations and when you would typically use each one.

(Essay)

4.8/5

(42)

Question 73

Third-party communications help consumers form expectations based on objective ratings on issues such as quality and value.

(True/False)

4.8/5

(40)

Question 74

Michael stayed at a Hampton Inn last weekend.What are the two categories of the purchase that he considers? Give an example of each category.

(Essay)

4.9/5

(33)

Question 75

Retention rates __________ over time.

(Multiple Choice)

4.9/5

(34)

Question 76

Identify and discuss the three possible outcomes of customer evaluations.

(Essay)

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(29)

Question 77

Jonathan just bought his usual brand of chips from the grocery store without thinking much about it.The fact that he normally doesn't evaluate his chips purchase means that it is a higher-involvement purchase.

(True/False)

4.9/5

(39)

Question 78

Some marketers say that firms should seek to enhance not customer satisfaction but rather customers' perceptions of value.

(True/False)

4.9/5

(35)

Question 79

What do customers evaluate when making a purchase?

(Multiple Choice)

5.0/5

(39)

Question 80

Showing 61 - 80 of 89

Newport Country Club has a few unhappy members.They were not treated well at their last dinner at the club.What can Newport Country Club do to prevent these members from leaving the club for another club or quitting the country club lifestyle altogether?

Marketers talk of three kinds of expectations.Which of the following is NOT one of them?

When a consumer does not have much personal experience with a realtor (e.g., a first-time home buyer), he will form expectations from

Hygiene and motivating factors are analogous to core and value-added.

Comparing a purchase to expectations occurs when the item purchased is comprised primarily of __________ characteristics.

When customers become dissatisfied, what is the primary means of regaining the customer?

There are three possible outcomes of customer evaluations: (1) satisfaction, (2) delight, or (3) dissatisfaction.

Most customer segments' expectations of quality are not unrealistic.

Customer lifetime value assessments involve which three types of components?

Marketers don't track customer evaluations because

__________ is defined as the trade-off of the quality of the purchase received compared with the price paid and other costs incurred.

Honda offers a line of cars from less expensive to more expensive.What is Honda's goal with regard to this line?

List the various sources of expectations and when you would typically use each one.

Third-party communications help consumers form expectations based on objective ratings on issues such as quality and value.

Michael stayed at a Hampton Inn last weekend.What are the two categories of the purchase that he considers? Give an example of each category.

Retention rates __________ over time.

Identify and discuss the three possible outcomes of customer evaluations.

Jonathan just bought his usual brand of chips from the grocery store without thinking much about it.The fact that he normally doesn't evaluate his chips purchase means that it is a higher-involvement purchase.

Some marketers say that firms should seek to enhance not customer satisfaction but rather customers' perceptions of value.

What do customers evaluate when making a purchase?

Why Is Marketing Management Important

Customer Behavior

Segmentation

Targeting

Positioning

Products Goods and Services

Brands

New Products and Innovation

Pricing

Channels of Distribution

Advertising Messages and Marketing Communications

Integrated Marketing Communications and Media Choices

Social Media

Marketing Research Tools

Marketing Strategy

Marketing Plans

Filters