Question 1

The departmental and functional seams together in order to help provide flawless service are:

Accepted Answer

A)  marketing logic 
B)  finance logic 
C)  service logic 
D)  operations logic 
E)  human resources logic 
A)  marketing logic 
B)  finance logic 
C)  service logic 
D)  operations logic 
E)  human resources logic C

Question 2

__________ is a firm's view toward planning its operations according to marketneeds.

Accepted Answer

A)  marketing orientation 
B)  marketing functions 
C)  marketing department 
D)  marketing forecast 
E)  marketing tasks 
A)  marketing orientation 
B)  marketing functions 
C)  marketing department 
D)  marketing forecast 
E)  marketing tasks A

Question 3

Typical approaches to changing the organizational culture by changing thestructure of the organization include:

Accepted Answer

A)  "putting the customer first" 
B)  changing the orientation 
C)  interfunctional task forces and transfers 
D)  bring in outsiders to change the culture 
E)  revamping the firm's reward systems 
A)  "putting the customer first" 
B)  changing the orientation 
C)  interfunctional task forces and transfers 
D)  bring in outsiders to change the culture 
E)  revamping the firm's reward systems C

Question 4

The culture change program that teaches personnel that essentially "the customer is king"is called:

Accepted Answer

A)  "change the way we work" 
B)  "orientation change" 
C)  'change the way you work" 
D)  "customers are your customers" 
E)  "putting the customer first" 
A)  "change the way we work" 
B)  "orientation change" 
C)  'change the way you work" 
D)  "customers are your customers" 
E)  "putting the customer first"

The departmental and functional seams together in order to help provide flawless service are:

__________ is a firm's view toward planning its operations according to marketneeds.

Typical approaches to changing the organizational culture by changing thestructure of the organization include:

The culture change program that teaches personnel that essentially "the customer is king"is called:

People As Strategy: Managing Service Personnel

Managing the Servicescape and Other Physical Evidence

Effective Service Promotion

Considerations for Services Pricing

Focus on Service Processes

Consumer Decision Making in Services Marketing

Unique Discrepancies Between Goods and Services

Traditional Service Supersectors and Ethical Considerations

Strategies for Facilitating Customer Loyalty Retention

Managing Service Failures and Implementing Effective Recovery Strategies

Service Quality: Identifying and Rectifying the Gaps

The Essentials of Customer Satisfaction Measurement

People As Strategy: Managing Service Customers

Understanding the Sevice Experience

Filters

Exam 15: Pulling the Pieces Together: Creating a World Class Service Culture

The departmental and functional seams together in order to help provide flawless service are:

__________ is a firm's view toward planning its operations according to marketneeds.

Typical approaches to changing the organizational culture by changing thestructure of the organization include:

The culture change program that teaches personnel that essentially "the customer is king"is called:

People As Strategy: Managing Service Personnel

Managing the Servicescape and Other Physical Evidence

Effective Service Promotion

Considerations for Services Pricing

Focus on Service Processes

Consumer Decision Making in Services Marketing

Unique Discrepancies Between Goods and Services

Traditional Service Supersectors and Ethical Considerations

Strategies for Facilitating Customer Loyalty Retention

Managing Service Failures and Implementing Effective Recovery Strategies

Service Quality: Identifying and Rectifying the Gaps

The Essentials of Customer Satisfaction Measurement

People As Strategy: Managing Service Customers

Understanding the Sevice Experience

Filters