Exam 5: The Voice of the Customer

________ results from agreement between marketing and operations as to which customers add the greatest advantage and profits over time.

Which of the following determinants of service quality concerns the willingness or readiness of employees to provide service?

Which of the following is not a design aspect to customer-relationship management?

The ________ approach involves obtaining information from customers about the process they use to receive goods and services.

Guarantees should be designed prior to beginning business.

The enhancement phase of customer-relationship management involves improving service to the customer through the use of information systems.

________ is a process for developing relationships with few suppliers for long-term contracts.

________ customers are employees receiving goods or services from within the same firm.

Churn reduction involves the reduction in the loss of ________.

Soft data are measurement data such as height, weight, volume, or speed that can be measured on a continuous scale.

Active data collections tend to result in lower ratings of quality than passive data collections.

Phone contacts, focus groups, and survey results are referred to as ________ data.

External customers are employees receiving goods or services from within the same firm.

The first component of a complaint-resolution process is ________.

What are customer-relationship management systems?

________ validity indicates that your measuring instrument has the ability to predict or agree with constructs external to that which you are measuring.

The Gap refers to the differences between desired levels of performance and actual levels of performance.

When analyzing the results of a survey, open-ended questions are analyzed with Pareto analysis using bar charts of the various categories of responses.

A(n)________ group allows a supplier to gather feedback from a group of consumers at one time.

What is the first step in performing a focus group session?