Chapter 8 PW
According to a 2008 study published in the Journal of Service Research, what is the most important question you can ask for you business? What is our customer satisfaction level?" "What does the customer want?" "What does the customer need?" "How can I make this product/service better?" "What is our customer service level?"
"What does the customer want?"
The _______________ is an analytic framework for translating a company's vision and high-level business strategy into specific, quantifiable goals and for monitoring performance against those goals. Pareto Analysis Income Summary Balance Sheet Balanced Scorecard Human Resource Department
Balanced Scorecard
Which of the following is not a factor that impacts customer satisfaction, according to the textbook? Situational Factors Competitive Advantage Service Quality Price Personal Factors
Competitive Advantage
Which of the following is not a service quality dimension mentioned in the text? Responsiveness Assurance Empathy Consistency Reliability
Consistency
__________ is an accumulation of learned meaning within a human population. Culture Behavior Knowledge Social Environment Legal Environment
Culture
What principle heavily influences Amazon's business strategy? Customer Competition Customer Obsession Customer Service Customer Innovation Customer Satisfaction
Customer Obsession
_________________ are/is responsible for developing capabilities and managing performance, which includes measuring, evaluating, and recognizing performance when it comes to customer service. Customers Marketing C-Suite Officers Human Resources Facility Managers
Human Resources
Which of the following was not emphasized by Heinz when entering emerging markets? Affordability Applicability Affinity Availability Ambiguity
Ambiguity
Which of the following is not a Private Sector industry that is purely services? Social Services Banking Hotels Insurance Cleaning
Social Services
What are the guidelines that Heinz implemented when they began entering new global markets? The 4 A's The 3 C's The 5 W's The 3 L's The 4 H's
The 4 A's
