Exam 11: Defining and Measuring Customer Satisfaction

Naomi's children are giving her a week at a spa for her seventieth birthday.Their expectations of the services the spa will provide are much higher because they are selecting the spa for their mother's approval rather than for their own use.This is an example of a(n) ____ expectations.

(Multiple Choice)

4.8/5

(41)

Question 21

Which of the following statements regarding customer satisfaction is incorrect?

(Multiple Choice)

4.9/5

(38)

Question 22

Which of the following is NOT one of the reasons that fueled the growth of the 1970s consumerism movement?

(Multiple Choice)

4.9/5

(40)

Question 23

Of the following customer satisfaction measurement methods,which is the least effective in producing meaningful results?

(Multiple Choice)

4.8/5

(45)

Question 24

Which of the following statements regarding customer satisfaction is correct?

(Multiple Choice)

4.8/5

(37)

Question 25

The zone of tolerance is most directly related to which of the following unique service attributes?

(Multiple Choice)

4.8/5

(32)

Question 26

Of the following customer satisfaction measurement methods,which is the most effective in producing meaningful results?

(Multiple Choice)

4.8/5

(38)

Question 27

Situational factors such as bad weather,catastrophe,and random events of over-demand influence:

(Multiple Choice)

4.9/5

(36)

Question 28

Greg's flight on United Airlines from Chicago to San Francisco departed two hours late because of a snowstorm in Chicago.The snowstorm that delayed Greg's flight is a:

(Multiple Choice)

4.8/5

(38)

Question 29

All of the following are indirect measures of customer satisfaction except:

(Multiple Choice)

4.9/5

(34)

Question 30

Identify 5 common criticisms of customer satisfaction research.

(Essay)

4.8/5

(41)

Question 31

When forming customer expectations,the firm's brochure acts as a(n):

(Multiple Choice)

4.9/5

(36)

Question 32

The primary contribution of Babich's customer satisfaction models is that it stresses the importance of knowing _____ satisfaction ratings.

(Multiple Choice)

4.9/5

(33)

Question 33

According to the Journal of the Academy of Marketing Science,the most studied area in marketing is:

(Multiple Choice)

4.9/5

(39)

Question 34

The higher the number of perceived service alternatives the:

(Multiple Choice)

4.9/5

(41)

Question 35

Customers are most dissatisfied when a ____ occurs.

(Multiple Choice)

4.8/5

(38)

Question 36

Under which of the following scenarios is it more likely that a firm would invest the resources necessary to increase its satisfaction ratings from 95% to 98%?

(Multiple Choice)

4.8/5

(43)

Question 37

____ is the level of service quality a customer believes is likely to occur.

(Multiple Choice)

4.9/5

(42)

Question 38

In general,the distribution of most companies' customer satisfaction ratings is:

(Multiple Choice)

4.9/5

(41)

Question 39

When forming customer expectations,price acts as a(n):

(Multiple Choice)

4.8/5

(38)

Question 40

Showing 21 - 40 of 41

Naomi's children are giving her a week at a spa for her seventieth birthday.Their expectations of the services the spa will provide are much higher because they are selecting the spa for their mother's approval rather than for their own use.This is an example of a(n) ____ expectations.

Which of the following statements regarding customer satisfaction is incorrect?

Which of the following is NOT one of the reasons that fueled the growth of the 1970s consumerism movement?

Of the following customer satisfaction measurement methods,which is the least effective in producing meaningful results?

Which of the following statements regarding customer satisfaction is correct?

The zone of tolerance is most directly related to which of the following unique service attributes?

Of the following customer satisfaction measurement methods,which is the most effective in producing meaningful results?

Situational factors such as bad weather,catastrophe,and random events of over-demand influence:

Greg's flight on United Airlines from Chicago to San Francisco departed two hours late because of a snowstorm in Chicago.The snowstorm that delayed Greg's flight is a:

All of the following are indirect measures of customer satisfaction except:

Identify 5 common criticisms of customer satisfaction research.

When forming customer expectations,the firm's brochure acts as a(n):

The primary contribution of Babich's customer satisfaction models is that it stresses the importance of knowing _____ satisfaction ratings.

According to the Journal of the Academy of Marketing Science,the most studied area in marketing is:

The higher the number of perceived service alternatives the:

Customers are most dissatisfied when a ____ occurs.

Under which of the following scenarios is it more likely that a firm would invest the resources necessary to increase its satisfaction ratings from 95% to 98%?

____ is the level of service quality a customer believes is likely to occur.

In general,the distribution of most companies' customer satisfaction ratings is:

When forming customer expectations,price acts as a(n):

An Introduction to Services

The Services Sector: Supersectors and Ethical Considerations

Fundamental Differences Between Goods and Services

Serviced Consumer Behavior

The Service Delivery Process

The Pricing of Services

Developing the Service Communication Strategy

Managing the Firms Physical Evidence

People As Strategy: Managing Service Employees

People As Strategy: Managing Service Customers

Defining and Measuring Service Quality

Complaint and Service Recovery Management

Customer Loyalty and Retention

Pulling the Pieces Together: Creating a World Class Service Culture

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