Multiple Choice
After visiting a local car dealer and having your car serviced, a day later you receive a phone call from a research firm asking you to comment on your service experience. This is part of the manufacturer's quality control over its dealers and the firm's audit of the service performance by collecting
A) dealer performance
B) customer performance
C) satisfying customer complaints
D) competitive data
E) voice of the customer measurements
Correct Answer:
Verified
Correct Answer:
Verified
Q72: A company's offerings often include services. The
Q73: Excellent service companies know that _ employee
Q74: Top service companies are "customer obsessed."
Q75: If we say that services cannot be
Q76: Markers can _ their services.<br>A) develop<br>B) diffuse<br>C)
Q78: Services have distinctive characteristics that greatly affect
Q79: Several strategies exist for managing supply and
Q80: The service quality of a firm is
Q81: A major incentive to service providers is
Q82: There are five categories of offerings for