Question 1

A key variable in the value equation is the service delivery cost.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following is not one of the three forms of fairness?

Accepted Answer

A)  Procedural 
B)  Operational 
C)  Interactional 
D)  Outcome 
A)  Procedural 
B)  Operational 
C)  Interactional 
D)  Outcome

Question 3

In many customer-company interactions, loyalty and satisfaction are the same.

Accepted Answer

A) True 
 B)False

Question 4

The importance of service process quality is best seen in health care because:

Accepted Answer

A)  customers want to have easy access in every service situation. 
B)  many medical malpractice suits have no clinical reason but have been a function of how the service was delivered. 
C)  the process quality affects consumer perception of the price-value relationship. 
D)  in the era of transparency metrics are being developed on service process quality. 
A)  customers want to have easy access in every service situation. 
B)  many medical malpractice suits have no clinical reason but have been a function of how the service was delivered. 
C)  the process quality affects consumer perception of the price-value relationship. 
D)  in the era of transparency metrics are being developed on service process quality.

Question 5

An organized script for people to address service delivery failures with customers is referred to as a:

Accepted Answer

A)  customer problem system. 
B)  customer recovery system. 
C)  customer failure system. 
D)  customer fail-safe system. 
A)  customer problem system. 
B)  customer recovery system. 
C)  customer failure system. 
D)  customer fail-safe system.

Question 6

When the customer gets what they expect after they complain, this is an example of:

Accepted Answer

A)  outcome fairness. 
B)  operational fairness. 
C)  procedural fairness. 
D)  interactional fairness. 
A)  outcome fairness. 
B)  operational fairness. 
C)  procedural fairness. 
D)  interactional fairness.

Question 7

In gap analysis, the "walk the talk" gap often occurs when:

Accepted Answer

A)  customers' service quality expectations and management's perceptions of those expectations do not line up. 
B)  management's perceptions of customer expectations and service quality specifications do not line up. 
C)  actual service delivery does not meet the promise that was made to customers in the marketplace. 
D)  None of these is correct. 
A)  customers' service quality expectations and management's perceptions of those expectations do not line up. 
B)  management's perceptions of customer expectations and service quality specifications do not line up. 
C)  actual service delivery does not meet the promise that was made to customers in the marketplace. 
D)  None of these is correct.

Question 8

The relationship between satisfaction and loyalty is strongest when satisfaction is high.

Accepted Answer

A) True 
 B)False

Question 9

A customer recovery system is an organized approach to bringing back every customer who has decided to shift their business to a competitor.

Accepted Answer

A) True 
 B)False

Question 10

In the value equation, process quality in a healthcare situation represents the ease with which a customer can access clinical quality.

Accepted Answer

A) True 
 B)False

Question 11

Outcome fairness is when consumers cite the inconvenience of getting a complaint process moving.

Accepted Answer

A) True 
 B)False

Question 12

A "customer-back" approach to creating a customer-centric organization means:

Accepted Answer

A)  focusing the organization's structure to develop responses to the customer's needs. 
B)  building a structure in which financial efficiency and the organization's priorities are aligned for efficient utilization. 
C)  identifying customer wants and aligning the organization priorities around those needs. 
D)  None of these is correct. 
A)  focusing the organization's structure to develop responses to the customer's needs. 
B)  building a structure in which financial efficiency and the organization's priorities are aligned for efficient utilization. 
C)  identifying customer wants and aligning the organization priorities around those needs. 
D)  None of these is correct.

Question 13

Research has found that when boundary tier workers report positive work attitudes, customers report high satisfaction levels.

Accepted Answer

A) True 
 B)False

Question 14

When an organization assesses customer feedback, it always must improve service in any contact point where it does not exceed expectations.

Accepted Answer

A) True 
 B)False

Question 15

Leverage opportunities are those contact points that are:

Accepted Answer

A)  important to the customer but do not meet expectations. 
B)  important to the customer and exceed expectations. 
C)  not important to the customer and do not meet expectations. 
D)  not important to the customer and exceed expectations. 
A)  important to the customer but do not meet expectations. 
B)  important to the customer and exceed expectations. 
C)  not important to the customer and do not meet expectations. 
D)  not important to the customer and exceed expectations.

Question 16

The goal of relationship marketing is to enhance physician satisfaction, and then patient satisfaction.

Accepted Answer

A) True 
 B)False

Question 17

A service blueprint charts all steps in delivering the service to the customer that can be seen by the customer.

Accepted Answer

A) True 
 B)False

Question 18

When boundary employees work for companies in which they report generally positive work attitudes, customers report:

Accepted Answer

A)  greater loyalty. 
B)  cost savings. 
C)  greater satisfaction. 
D)  higher purchase rates across service lines. 
A)  greater loyalty. 
B)  cost savings. 
C)  greater satisfaction. 
D)  higher purchase rates across service lines.

Question 19

A major reason the majority of customers leave a business is because of benign neglect by the organization.

Accepted Answer

A) True 
 B)False

Question 20

The service recovery paradox shows that:

Accepted Answer

A)  when an organization recovers, it does not increase satisfaction. 
B)  loyalty can increase even when service is low. 
C)  when there is a service failure with effective recovery, loyalty can increase. 
D)  loyalty can increase as long as service-level performance is high. 
A)  when an organization recovers, it does not increase satisfaction. 
B)  loyalty can increase even when service is low. 
C)  when there is a service failure with effective recovery, loyalty can increase. 
D)  loyalty can increase as long as service-level performance is high.

A key variable in the value equation is the service delivery cost.

Which of the following is not one of the three forms of fairness?

In many customer-company interactions, loyalty and satisfaction are the same.

The importance of service process quality is best seen in health care because:

An organized script for people to address service delivery failures with customers is referred to as a:

When the customer gets what they expect after they complain, this is an example of:

In gap analysis, the "walk the talk" gap often occurs when:

The relationship between satisfaction and loyalty is strongest when satisfaction is high.

A customer recovery system is an organized approach to bringing back every customer who has decided to shift their business to a competitor.

In the value equation, process quality in a healthcare situation represents the ease with which a customer can access clinical quality.

Outcome fairness is when consumers cite the inconvenience of getting a complaint process moving.

A "customer-back" approach to creating a customer-centric organization means:

Research has found that when boundary tier workers report positive work attitudes, customers report high satisfaction levels.

When an organization assesses customer feedback, it always must improve service in any contact point where it does not exceed expectations.

Leverage opportunities are those contact points that are:

The goal of relationship marketing is to enhance physician satisfaction, and then patient satisfaction.

A service blueprint charts all steps in delivering the service to the customer that can be seen by the customer.

When boundary employees work for companies in which they report generally positive work attitudes, customers report:

A major reason the majority of customers leave a business is because of benign neglect by the organization.

The service recovery paradox shows that:

The Meaning of Marketing

Marketing Strategy

The Environment of Marketing Strategy

Buyer Behavior

Marketing Research

Market Segmentation

Marketing in the Digital Age

Product Strategy

Prices

Distribution

Promotion

Advertising

Sales and Sales Management

Controlling and Monitoring

Ethical Considerations in Marketing

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Exam 7: Developing Customer Loyalty

A key variable in the value equation is the service delivery cost.

Which of the following is not one of the three forms of fairness?

In many customer-company interactions, loyalty and satisfaction are the same.

The importance of service process quality is best seen in health care because:

An organized script for people to address service delivery failures with customers is referred to as a:

When the customer gets what they expect after they complain, this is an example of:

In gap analysis, the "walk the talk" gap often occurs when:

The relationship between satisfaction and loyalty is strongest when satisfaction is high.

A customer recovery system is an organized approach to bringing back every customer who has decided to shift their business to a competitor.

In the value equation, process quality in a healthcare situation represents the ease with which a customer can access clinical quality.

Outcome fairness is when consumers cite the inconvenience of getting a complaint process moving.

A "customer-back" approach to creating a customer-centric organization means:

Research has found that when boundary tier workers report positive work attitudes, customers report high satisfaction levels.

When an organization assesses customer feedback, it always must improve service in any contact point where it does not exceed expectations.

Leverage opportunities are those contact points that are:

The goal of relationship marketing is to enhance physician satisfaction, and then patient satisfaction.

A service blueprint charts all steps in delivering the service to the customer that can be seen by the customer.

When boundary employees work for companies in which they report generally positive work attitudes, customers report:

A major reason the majority of customers leave a business is because of benign neglect by the organization.

The service recovery paradox shows that:

The Meaning of Marketing

Marketing Strategy

The Environment of Marketing Strategy

Buyer Behavior

Marketing Research

Market Segmentation

Marketing in the Digital Age

Product Strategy

Prices

Distribution

Promotion

Advertising

Sales and Sales Management

Controlling and Monitoring

Ethical Considerations in Marketing

Filters