Question 1

Affinity diagrams help firms to efficiently organize large volumes of information and identify natural patterns or groupings in the information.

Accepted Answer

A) True 
 B)False

Question 2

According to Juran,the customers who fall under the category of "vital few" typically need only standardized attention as a group.

Accepted Answer

A) True 
 B)False

Question 3

The _____ dimension of the quality,as suggested by David A.Garvin,refers to the amount of use one gets from a product before it physically deteriorates or until replacement is preferable.

Accepted Answer

A) durability 
B) reliability 
C) assurance 
D) serviceability

Question 4

Which of the following is the first step in developing a customer satisfaction survey?

Accepted Answer

A) Selecting the appropriate survey instrument 
B) Designing the survey 
C) Determining the purpose of the survey 
D) Selecting the group or individuals who will conduct the survey

Question 5

The customer satisfaction measurement of "customer perceived value" focuses more on customer satisfaction than on loyalty.

Accepted Answer

A) True 
 B)False

Question 6

The net present value of a customer is:

Accepted Answer

A) a measure of how customers assess the benefits of a product in making purchase decisions. 
B) a measure of the likelihood that satisfied customers will recommend the product to other customers. 
C) the total profits (revenues associated with a customer minus the expenses needed to serve a customer) discounted over time. 
D) the total value of the benefits offered by a customer in a customer-supplier partnership.

Question 7

According to the gap model,the term "_____" refers to the needs and requirements of a customer.

Accepted Answer

A) actual quality 
B) delighters 
C) expected quality 
D) exciters

Question 8

Customer -supplier partnerships help organizations to improve products through early design recommendations and also reduce operations costs through better communications.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following is true of the 'customer perceived value' measurement used by organizations to measure customer satisfaction?

Accepted Answer

A) It measures customer satisfaction based on the likelihood of customers recommending the product to other customers. 
B) It measures how customers assess benefits of the product against costs in making purchase decisions. 
C) It focuses more on customer satisfaction than on customer loyalty. 
D) It takes into consideration only existing customers and not potential buyers.

Question 10

Dissatisfied individual and business customers often tend to complain to the organization about the problems.

Accepted Answer

A) True 
 B)False

Question 11

Maple Products is a manufacturer of electronic goods that markets its products in several countries across the world.The company makes sure that the spare parts of the products are available in all their markets and also ensures that the technical personnel in their retail outlets are adequately trained to repair their products.In the context of the dimensions of quality,as suggested by David A.Garvin,the efforts taken by the company will enhance the _____ dimension of its product quality.

Accepted Answer

A) durability 
B) reliability 
C) serviceability 
D) conformance

Question 12

Affinity diagram is a tool that can be used by organizations to:

Accepted Answer

A) measure the response of customers by allowing them to express their degree of satisfaction on a five-point scale. 
B) gather and organize a large number of ideas or facts. 
C) streamline their communication process with the customers. 
D) train their employees on service recovery.

Question 13

Which of the following is used by organizations to measure customer response by allowing them to express their degree of opinion?

Accepted Answer

A) Likert Scale 
B) Histogram 
C) R-chart 
D) Cause-and-effect diagram

Question 14

How does Harley-Davidson define its customer segments for heavyweight (651+ cc) motorcycles?

Accepted Answer

The answer of How does Harley-Davidson define its customer segments...

Question 15

Customer satisfaction and engagement measurement allows an organization to identify causes of dissatisfaction and failed expectations as well as drivers of delight to understand the reasons why customers are loyal or not loyal to the company.

Accepted Answer

A) True 
 B)False

Question 16

Which of the following is most likely to be true of a customer-focused organization?

Accepted Answer

A) They make it easy for the customers to conduct business. 
B) They do not encourage customer complaints as it will affect their brand image. 
C) They are less keen on engaging in a face-to-face conversation with the customers. 
D) They do not provide explicit guarantees and warranties to the customers.

Question 17

Explain the "Creativity Model" established by Harley-Davidson.

Accepted Answer

The answer of Explain the "Creativity Model" established by Harley-Davidson....

Question 18

Customer contact employees are often the only means by which a customer interacts with an organization.

Accepted Answer

A) True 
 B)False

Question 19

List some of the steps taken by Harley-Davidson to attract customers.

Accepted Answer

The answer of List some of the steps taken by...

Question 20

Why do organizations measure customer satisfaction and engagement?

Accepted Answer

The answer of Why do organizations measure customer satisfaction and...

Exam 3: Customer Focus

Affinity diagrams help firms to efficiently organize large volumes of information and identify natural patterns or groupings in the information.

According to Juran,the customers who fall under the category of "vital few" typically need only standardized attention as a group.

The _____ dimension of the quality,as suggested by David A.Garvin,refers to the amount of use one gets from a product before it physically deteriorates or until replacement is preferable.

Which of the following is the first step in developing a customer satisfaction survey?

The customer satisfaction measurement of "customer perceived value" focuses more on customer satisfaction than on loyalty.

The net present value of a customer is:

According to the gap model,the term "_____" refers to the needs and requirements of a customer.

Customer -supplier partnerships help organizations to improve products through early design recommendations and also reduce operations costs through better communications.

Which of the following is true of the 'customer perceived value' measurement used by organizations to measure customer satisfaction?

Dissatisfied individual and business customers often tend to complain to the organization about the problems.

Affinity diagram is a tool that can be used by organizations to:

Which of the following is used by organizations to measure customer response by allowing them to express their degree of opinion?

How does Harley-Davidson define its customer segments for heavyweight (651+ cc) motorcycles?

Customer satisfaction and engagement measurement allows an organization to identify causes of dissatisfaction and failed expectations as well as drivers of delight to understand the reasons why customers are loyal or not loyal to the company.

Which of the following is most likely to be true of a customer-focused organization?

Explain the "Creativity Model" established by Harley-Davidson.

Customer contact employees are often the only means by which a customer interacts with an organization.

List some of the steps taken by Harley-Davidson to attract customers.

Why do organizations measure customer satisfaction and engagement?