Exam 13: Service As the Core Offering

Investing in customers that fall into the zone of indifference is a good strategy because the company can often prevent them from sliding into the zone of defection thereby increasing ROI.

Alton gives everyone of the customers at his furniture store a cup of tea or coffee and a cookie or piece of fruit.What are these tokens considered? How does this help Alton?

When one says that a firm is customer centric, it implies that the company _________.

Asok, a college student, tells his friends about a new bar and grill in town and tells them they need to try it.Asok is known as a ________.

JetBlue had disaster on its hands when it found itself victims of a winter storm in New York.Instead of ignoring the problem, it successfully reached out to customers by letter, e-mail and video to say the airline had a melt down.

Once a customer begins to have a positive experience with a service provider and build a relationship with the firm, _______________.

Intuit, which makes Quicken, provides the infrastructure for users to create content and help each other.It also does something that most B2B companies do not do in that is solicits customers for text and video content.

A service blueprint is especially useful when service is delivered by a __________.

Paolo is the office manager for a doctor.Recently he has been having problems with patients canceling appointments at the last minute.In terms of service, this demonstrates which characteristic? Why?

Jonquil has had a surge in customers switching from her dry cleaner store to a competitor and she can't figure out why.What are some reasons that customers choose to switch service providers? What can Jonquil do to increase customer retention?

Ellie was explaining to her servers that experience attributes are important for the restaurant because they determine whether or not the customer will come back.When Ellie realized that none of the servers seemed to understand what she means by experience attributes, she asked you, her assistant manager, to explain it to them.

There is strong evidence that attention to internal service quality and to employee satisfaction, productivity and retention results in _______.

In the Service-Profit Chain customer satisfaction leads to customer loyalty and then revenue growth and profitability.This in turn leads to ____________.

A service is a product in a sense that it represents a bundle of benefits that can satisfy customer wants and needs, yet it does so __________.

Most airlines will not let a customer change a super-low-fare ticket because once the plane backs away from the gate, the value of the empty seat is zero.

When a service provider is willing and able to provide service quickly, it is said that the service has the characteristic of __________.

Intangibility means _________.

José, an employee of a company which has worked hard to have a customer mind set, understands the challenges he and other members of the firm believe ______.

Precise is a company that offers customer relationship management software to businesses.Herbert is a potential customer of Precise, but he is uncomfortable buying something that he cannot physically interact with.What are some things that Precise can do to help Herbert?