Exam 5: The Voice of the Customer

A guarantee outlines the customer's rights.

Criterion validity refers to whether the item really measures what we want to measure.

Tangibles include the physical evidence of the service.

Explain the reactive customer-driven quality (RCDQ) model.

Describe the concept of single sourcing. How is single sourcing related to strategic alliances?

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

A(n) ________ consists of a series of items designed to capture perceptions.

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

Focus groups draw individuals with similar characteristics or demographics.

Churn reduction involves the reduction of the loss of ________.

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

________ is a process for developing relationships with few suppliers for long contract terms.

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

The process associated with resolving complaints is called the ________ process.

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

The ________ process involves the transformation of a negative situation into one in which the complainant is restored to the state existing prior to the occurrence of a problem.

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

To segment markets means to distinguish customers or markets according to common characteristics.

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

Gathering data through focus groups and surveys is an example of a(n) ________ data gathering.