Marketing Exam 3

Which of the following is NOT true regarding a brand extension strategy? A. It is best to have high brand equity before pursuing a brand extension strategy. B. Firms must make sure that the extension lives up to the quality consumers expect from the brand. C. A brand extension strategy is the same thing as a product extension strategy. D. A brand extension strategy allows new products to profit from recognition the brand already enjoys. E. Brand extensions must be implemented with an eye towards avoiding cannibalization.

A brand extension strategy is the same thing as a product extension strategy.

Omni-channel strategy

AKA multichannel strategy, involves selling in more than one channel (EX: store, catalog, the Internet)

n November the appliance store priced its front-loading washing machines at $899.00 and sold 50 units. In December they reduced the price to $799.00 and sold 53 units. Which of the following statements is accurate regarding this situation? A. Demand is elastic and total revenue fell from November to December. B. Demand is inelastic and total revenue fell from November to December. C. Demand is elastic and total revenue rose from November to December. D. Demand is inelastic and total revenue rose from November to December. E. Demand is neither elastic nor inelastic but revenue rose from November to December.

Demand is inelastic and total revenue fell from November to December.

According to your text, what should companies do to guard against a breach of security in their CRM systems? A. Install powerful firewalls to protect customer data. B. Rely on government laws to catch hackers. C. Only allow CRM data to be shared with company affiliates. D. Rely on cloud computing applications instead. E. Store credit card numbers only for the purpose of customer orders.

Install powerful firewalls to protect customer data.

slotting allowance

Money paid by producer to retailers to guarantee display of their merchandise

Marketing Cannibalization

The negative impact of a company's new product on the sales performance of its existing related products. Market cannibalization refers to a situation where a new product "eats" up the sales and demand of an existing product.

What is paid media?

Your company pays for media space or for a 3rd party to promote its products, Tv commercials, billboard ads, magazine, newspaper ads, web banners, and product placement

What is owned media?

Your company uses or creates its own new channel to advertise, Web site, mobile site, blog, Twitter account. catalogs, email and customer databases, company owned retail stores

When the makers of Snickers candy bars decided to make a line of ice cream treats, they came up with Snickers ice cream bars. This is an example of A. a product extension. B. brand revitalization. C. cannibalization. D. co-branding. E. a brand extension.

a brand extension

The concept of empowerment means A. a company strives to deliver a good or service by the time a customer expects to have it available for sale or consumption. B. a firm is willing to have direct communication with its customer. C. a company allows its employees to make decisions and take action on their own to help customers. D. a customer does not have to put forth much effort to have a positive experience with a firm. E. a firm is willing to provide fast service, answer customer inquiries, and resolve problems in a timely manner.

a company allows its employees to make decisions and take action on their own to help customers.

Which of the following companies most likely has a philosophy that elevates customer service to the highest level? A. a company that allows customers to request a shipping label to return a product B. a company that would rather have customers go to the customer service department than let salespeople handle complaints C. a company that allows items purchased online to be returned within 10 days D. a company whose website shows the product offering, but doesn't allow customers to purchase items online E. a company that institutes a no-hassle, no time-limit return policy

a company that institutes a no-hassle, no time-limit return policy

category killer

a giant specialty store that carries a very deep assortment of a particular line

CRM technologies allow marketers to do all the following EXCEPT A. track consumer behavior over time. B. capture data allowing the firm to identify potentially profitable customers. C. adopt a broad approach focusing on the needs of the entire market. D. interact with customers to learn what they need and want. E. take the information gathered and tailor goods accordingly.

adopt a broad approach focusing on the needs of the entire market.

The fact that a consumer who has tried and likes a product and therefore, is more likely to continue buying it regardless of outside influences exemplifies the fact that A. consumers are not that knowledgeable in evaluating alternative products. B. brand image is the main reason consumers continue to purchase a brand. C. advertising a brand is the surest way to ensure repeat purchasing. D. brand equity increases a firm's ability to succeed in a difficult competitive environment. E. consumers do not like change when it comes to buying products.

brand equity increases a firm's ability to succeed in a difficult competitive environment.

The value the firm derives from consumers' positive perception of its products is called A. brand capture. B. brand equity. C. brand profit. D. brand relevance. E. brand esteem.

brand equity.

The process of broadening the use of an organization's current brand to include new products is called A. product extension. B. brand revitalization. C. cannibalization. D. brand extension. E. co-branding.

brand extension.

The unique set of associations target customers or stakeholders make with a brand is referred to as A. brand recognition. B. brand marking. C. brand value. D. brand image. E. brand equity.

brand image

Which qualitative technique for measuring brand equity helps marketers understand which brands stand out in a consumer's memory and what the strength of his or her association is with the brand? A. free association B. aided recall C. projective technique D. brand recognition E. brand recall survey

brand recognition

The strategy to recapture lost sources of brand equity and identify and establish new sources of brand equity is referred to as A. brand revitalization. B. brand extension. C. cannibalization. D. brand marking. E. brand recouping

brand revitalization.

The strategy to recapture lost sources of brand equity and identify and establish new sources of brand equity is referred to as A. brand revitalization. B. brand extension. C. cannibalization. D. brand marking. E. brand recouping.

brand revitalization.

A strategy in which two or more companies issue a single product in an effort to capitalize on the equity of each company's brand is called A. dual branding. B. brand extension. C. co-branding. D. partner branding. E. brand revitalization.

co-branding

The makers of Breyers ice cream have come up with a new line called Breyers Blasts! This line of ice cream combines Breyers ice cream with well-know products such as Oreo cookies, Snickers candy bars, and Reese's peanut butter cups. This is an example of A. co-branding. B. brand extension. C. dual branding. D. partner branding. E. brand revitalization.

co-branding.

Tamika just purchased a membership at local health club. On the way home, she heard a radio commercial for a competing health club and thought it sounded really good. Now Tamika is questioning whether or not she made the right decision. Tamika is experiencing A. cognitive dissonance. B. postpurchase stress. C. indecisiveness. D. purchase anxiety. E. consumer apprehension.

cognitive dissonance

Every year the high school hosts a faculty-staff basketball game to raise money for the American Heart Association. Along with a cash donation, the local Subway restaurant donates sandwiches that the high school can sell at the game to earn extra money for the charity. By doing so, Subway is engaged in

corporate philanthropy

The Dannon Company supports the National Breast Cancer Foundation through its Give Hope with Every Cup initiative. When consumers purchase specially marked Dannon products and enter the under-the-lid codes online, Dannon will make a donation to the foundation, for a total donation of up to $1.5 million. This is an example of

corporate philanthropy

IBM's Corporate Service Corps was launched in 2008 to empower IBM employees to act as global citizens by performing community-based assignments throughout the developing world. IBM has sent over 2,400 volunteers to lend their skills to organizations in more than 30 countries. This is an example of IBM's commitment to

corporate volunteerism

A company can determine the value of its CRM program by calculating its A. share of customer ratio. B. lifetime value ratio. C. customer focus ratio. D. customer equity ratio. E. dollar fill rate.

customer equity ratio

The measurement of how well a CRM program prioritizes customers based on each customer's profitability is referred to as A. share of customer. B. lifetime value. C. customer focus. D. customer equity. E. dollar fill rate.

customer focus

The process by which companies get new customers, keep the customers they already have, and grow the business by increasing their share of customers' purchases is referred to as A. relationship marketing. B. lifetime value marketing. C. customer segmentation analysis. D. share of customer. E. customer relationship management.

customer relationship management

A company that tracks customers' shopping patterns and then sends them sales offers that complement their previous purchases is engaged in A. target market segmentation. B. lifetime value marketing. C. customer segmentation analysis. D. share of customer management. E. customer relationship management.

customer relationship management.

A company uses a software program to capture and analyze consumer data to create and maintain customer profiles, including buying habits and purchasing patterns. It then uses this information to design individualized fulfillment strategies for its customers. The company is most likely engaged in A. target market segmentation. B. lifetime value marketing. C. customer segmentation analysis. D. share of customer management. E. customer relationship management.

customer relationship management.

The process that involves the computerized search for meaningful trends in a large amount of data is known as A. data warehousing. B. predictive modeling. C. data mining. D. trend modeling. E. data trending.

data mining

In the customer relationship management process, after data has been stored, computer programs can analyze the data to search for meaningful trends that the company can use to build customer relationships. This analysis process is called A. data mining. B. predictive modeling. C. data warehousing. D. trend modeling. E. data trending.

data mining.

A consumer can be happy with a product but switch to another company's good or service if it can provide additional value. This is why, according to your text, customer-driven companies strive to ________ their customers. A. satisfy B. accurately target C. delight D. pacify E. motivate

delight

Young and Rubicam, a global advertising agency, developed the BrandAsset Valuator, which suggests that brand equity is based on which of the following four dimensions? A. image, loyalty, messaging, and recognition B. differentiation, recognition, knowledge, and image C. differentiation, relevance, esteem, and knowledge D. relevance, recognition, image and esteem E. loyalty, esteem, image, and recognition

differentiation, relevance, esteem, and knowledge

A pricing strategy that involves constantly updating prices to reflect changes in supply, demand, or market conditions is called A. market pricing. B. demand pricing. C. dynamic pricing. D. flexible pricing. E. penetration pricing.

dynamic pricing.

Fenton, a marketer for a major retailer, uses the Internet to aggressively review the prices of products sold by his competitors. Accordingly, he constantly updates his prices based on his findings and what changes he sees in consumer demand. What type of pricing strategy is Fenton most likely using? A. dynamic pricing. B. demand pricing. C. market pricing. D. flexible pricing. E. penetration pricing.

dynamic pricing.

For an airline, the price of economy-class seats on any given flight may fluctuate over time. For example, the airline may try to fill economy-class seats by lowering the price as the day of the flight draws closer, or try to fill business-class seats first by raising prices on economy tickets. This is an example of A. market pricing. B. dynamic pricing. C. price skimming. D. odd pricing. E. seasonal discounts.

dynamic pricing.

For the first quarter of the year, the price of the company's most popular e-reader was $129.00. The company sold 750,000 units at this price. For the second quarter, the company decided to reduce the price of the e-reader to $109.00. At this price point, the company sold 1.5 million units indicating that demand for the product is A. inelastic. B. unstable. C. stable. D. elastic. E. marginal.

elastic

Empowerment of employees helps to address the delivery gap because A. employees directly involved with the customer can respond effectively at the moment the problem occurs. B. customers appreciate feeling empowered. C. management then doesn't need to devote time and energy to resolving service delivery problems. D. employees spend less time resolving problems than managers would. E. it ultimately contributes to employee knowledge and retention.

employees directly involved with the customer can respond effectively at the moment the problem occurs.

Using technology and __________ are two ways a delivery gap can be reduced in size. A. empowering employees B. variability analysis C. voice-of-customer analysis D. zone of tolerance analysis E. public relations

empowering employees

Trisha works in an upscale department store. She has been instructed by the management staff that she can take up to 20% off a product if it appears damaged in some way. In addition, Trisha is encouraged to help customers as she sees fit, including giving customers discount coupons on future purchases if they return a product because they weren't satisfied. The management at Trisha's store is practicing A. empowerment. B. employee equity. C. standardization. D. quality control. E. relationship management.

empowerment

When a business allows employees to make decisions about how service is provided to customers it is practicing A. quality control. B. employee equity. C. standardization. D. empowerment. E. relationship management

empowerment

________ means allowing employees to make decisions about how service is provided to customers. A. Endorsement B. Quality control C. Standardization D. Empowerment E. Authorization

empowerment

Today, almost every sales rep can immediately check the company's inventory and production scheduling electronically. This allows sales reps to sell what is available and make promises to customers that they can keep. This technology has improved service delivery through A. access to a wide variety of services. B. greater control by customers over service delivery. C. increased zone of tolerance. D. greater ability to obtain information. E. saving customers time

greater ability to obtain information.

Which of the following is most helpful in facilitating a brand's expansion into new markets? A. changing the brand's image for each new market B. having a high level of brand equity C. advertising on only one platform D. delivering a different brand message for the new environment E. reinventing the product for the new environment

having a high level of brand equity

The first step in the customer relationship management process is to A. gather specific customer information. B. understand how customers interact. C. store and analyze information. D. identify current customers. E. utilize analysis to build customer relationships.

identify current customers.

Effective service recovery efforts can lead to all of the following EXCEPT a. increased dependence on technology to prevent future service failures. b. increased purchase intentions. c. increased positive word of mouth. d. lower levels of satisfaction than prior to the service failures. e. increased customer satisfaction.

increased dependence on technology to prevent future service failures.

Empowerment becomes more important when the service is A. institutionalized. B. repetitive. C. individualized. D. routine. E. standardized.

individualized

When marketers state that services are __________, they are referring to the fact that services are produced and consumed at the same time. a. intangible b. inseparable c. perishable d. variable e. Peripheral

inseparable

When marketers say that services are __________, they are referring to the fact that services cannot be touched, tasted, or seen, like a pure product can. A. intangible B. inseparable C. variable D. perishable E. replenishable

intangible

Corporate volunteerism

is the policy or practice of employees volunteering their time or talents for charitable, educational, or other worthwhile activities, especially in the community.

All of the following are advantages of using a price bundling strategy EXCEPT A. bundled packages can be sold for a higher price. B. it leads to reduced advertising costs. C. it can lead to higher profits for the firm. D. it benefits the consumer more than the firm. E. it leads to reduced selling costs.

it benefits the consumer more than the firm.

Nonprofit organizations need to use the value stakeholders associate with the organization to raise the funds and support required to accomplish its mission. It is easier for a nonprofit organization to do this if A. it has high brand equity. B. it is relevant to only a small, focused group of consumers. C. its brand is similar to that of its competitors. D. it is relatively unknown. E. it has low brand equity.

it has high brand equity.

When confronted with an angry and emotional customer, the best first step toward service recovery is to Select one: a. gently but firmly tell the person you will not tolerate being addressed in that tone of voice and turn away until he or she calms down. b. match the person's voice in intensity and volume to gain control of the confrontation. c. ask a coworker to take over handling the complaint to get a neutral perspective. d. call security in case it is necessary to escort the person from the building. e. listen carefully and with empathy until the customer feels he or she has been heard.

listen carefully and with empathy until the customer feels he or she has been heard.

Because customers have different needs and expectations, the key to distributive fairness in service recovery is to A. listen to the customer. B. contact a supervisor quickly. C. estimate the damage. D. provide a fair solution. E. resolve the problem quickly.

listen to the customer.

Which of the following is NOT a fixed cost? A. rent B. material C. salaries D. insurance E. advertising costs

material

Cannibalization occurs when A. a brand has been mismanaged and must be revitalized in order remain a viable brand. B. new products take sales away from the firm's existing products rather than generating additional revenues. C. two or more companies collude to set prices, forcing smaller brands to leave the marketplace. D. a firm develops a new product but does not allocate enough funds to promote the product successfully. E. existing products have such a strong market share that new products fail to gain acceptance with consumers.

new products take sales away from the firm's existing products rather than generating additional revenues.

Bowman's shoe store just received a shipment of dress boots. The manufacturer's suggested retail price for the boots is $150.00, but Bowman's decides to price the boots at $149.95. What pricing tactic is Bowman's most likely using? A. prestige pricing B. perceived pricing C. odd pricing D. dynamic pricing E. yield pricing

odd pricing

A pricing tactic in which a firm prices products a few cents below the next dollar amount is called A. even pricing. B. perceived pricing. C. deal pricing. D. odd pricing. E. bargain pricing.

odd pricing.

Volume maximization is also referred to as A. price skimming. B. penetration pricing. C. profit maximization. D. survival pricing. E. target pricing.

penetration pricing

One of the most important concepts in marketing is the price elasticity of demand, which is the A. degree to which the price of a product affects consumers' purchasing behavior. B. point at which the costs of producing a product equal the revenue made from selling the product. C. price that consumers consider reasonable and fair for a product. D. percentage a product is marked up in response to consumer demand. E. percentage change in quantity demanded in response to a percentage change in price.

percentage change in quantity demanded in response to a percentage change in price.

When marketers state that services are __________, they are referring to the fact that services cannot be stored for use in the future. Select one: a. intangible b. perishable c. inseparable d. durable e. variable

perishable

The brand image that bears your name and that must be managed 24-hours-a-day, 7-days-a-week, 365-days-a-year, is referred to as your A. primary brand. B. personal brand. C. unique brand. D. social brand. E. brand equity.

personal brand

If luxury brands such as Versace clothing, Lexus automobiles, and Dom Perignon champagne wanted to promote an image of superior quality and exclusivity to customers, they would most likely use which pricing tactic? A. luxury pricing B. cost-plus pricing C. prestige pricing D. dynamic pricing E. odd pricing

prestige pricing

When Sony launched its new PS4 gaming system, the product was sold as a package that included the game console, game controllers, wireless headset, and one video game. This is an example of A. underpricing. B. price bundling. C. yield management. D. price skimming. E. survival pricing.

price bundling

Located on a college campus, Ben's Burger Barn charges $4.99 for its burger basket. However, students receive a 10% discount off the price for showing their student ID. This is an example of A. price fixing. B. predatory pricing. C. price discrimination. D. deceptive pricing. E. price inflation.

price discrimination.

The practice of charging different customers different prices for the same product is called A. price discrimination. B. predatory pricing. C. price fixing. D. deceptive pricing. E. price inflation.

price discrimination.

A measure of price sensitivity that gives the percentage change in quantity demanded in response to a percentage change in price is known as A. price elasticity of demand. B. break-even analysis. C. profit maximization. D. price elasticity of supply. E. marginal revenue.

price elasticity of demand.

When Apple released its first iPhone in 2007, it charged customers $599. Shortly thereafter, it reduced the price to $399 for the exact same device. Apple's decision to set a relatively high price for a period of time after the product launched and then decrease the price to a level that would be more sustainable over time reflects which pricing strategy? A. price skimming B. volume maximization C. survival pricing D. underpricing E. target pricing

price skimming

Prestige pricing involves A. adding a certain amount to the cost of each item in a product set. B. pricing a product higher than competitors to signal that it is of higher quality. C. separating out the individual goods that make up a product and pricing each one individually. D. pricing generic label goods at the same price as designer goods. E. constantly updating prices to reflect changes in supply or demand.

pricing a product higher than competitors to signal that it is of higher quality.

As a retailer, Target has developed its own line of products with the brand name up & up. These products are sold exclusively in Target stores and are an example of A. manufacturer brands. B. generic brands. C. co-brands. D. private label brands. E. licensed brands.

private label brands.

Products developed by a retailer and sold only by that specific retailer are known as A. manufacturer brands. B. generic brands. C. private label brands. D. licensed brands. E. co-brands.

private label brands.

geofencing

promotional alerts sent to the smartphones of customers, who opted into this service, when the customers near or enter the store

When it comes to measuring brand equity, which type of research is particularly helpful in identifying the sources of brand equity and its role in consumer decisions? A. quantitative research B. brand recognition research C. qualitative research D. brand recall surveys E. product development research

qualitative research

Brand revitalization is also referred to as A. co-branding. B. rebuilding. C. recouping. D. rebranding. E. remaking.

rebranding.

According to your text, brand revitalization often begins with A. redesigning the product. B. rebuilding trust with consumers. C. revamping its promotional campaign. D. rebuilding trust with stockholders. E. employee training and education.

rebuilding trust with consumers.

Soon after Victor purchased his new vehicle, he received an e-mail from the company thanking him for his purchase and explaining all the features of his new car. The e-mail also contained a link to the company's 100,000 mile club where customers who have had their vehicles for more than 100,000 miles share stories about positive experiences with the brand. By sending this e-mail, the firm is most likely attempting to A. sell additional products. B. increase consumer equity. C. reduce cognitive dissonance. D. increase ease of doing business. E. assess the customer's lifetime value.

reduce c d

Justine went to the specialty grocery store by her office after work. When looking at the offerings at the meat counter, she was surprised to see ground beef selling for $4.49/lb. At her normal grocery store, she can get the same quality beef for $3.29/lb., a price Justine feels is reasonable. $3.29/lb. for ground beef is Justine's A. benchmark price. B. break-even point. C. dynamic price. D. reasonable price. E. reference price.

reference price

Since consumers have the tendency to compare prices on almost everything they buy, marketers should attempt to capitalize on this tendency when setting prices by determining the price consumers will consider fair and reasonable for a product. This is known as the A. benchmark price. B. break-even point. C. dynamic price. D. reasonable price. E. reference price.

reference price.

If a resort wanted to promote visitors to come during its off-peak times, it would most likely choose which pricing tactic? A. odd pricing B. price bundling C. prestige pricing D. price skimming E. seasonal discounts

seasonal discounts

Sunny Pines campground, located in the Midwest, promotes the months of September and October as its value camping months. During this time, it offers reduced rates on camper rentals and campgrounds. It does this, in part, because the weather is not as favorable for camping at this time. The pricing tactic Sunny Pines is using to encourage camping during these months is most likely A. seasonal discounts. B. price bundling. C. prestige pricing. D. unbundling. E. odd pricing.

seasonal discounts.

If a company's CRM efforts lead to an increase in the number of goods or services purchased by a consumer, then it has been successful in increasing its A. lifetime value. B. customer focus. C. share of customer. D. customer equity. E. product equity.

share of customer

Which of the following is NOT a recommended strategy for service recovery? Select one: a. listening to the customer b. finding a fair solution c. resolving problems quickly d. following procedural fairness when solving problems e. silencing an irate customer before the individual makes any angry outbursts

silencing an irate customer before the individual makes any angry outbursts

Private label brands are also referred to as A. manufacturer brands. B. generic brands. C. co-brands. D. licensed brands. E. store brands.

store brands

A firm that uses CRM data to generate coupons for customers based on their past purchases is using the CRM data to A. reduce cognitive dissonance. B. reduce order cycle time. C. understand how customers interact. D. build customer equity. E. tailor customer promotions.

tailor customer promotions

Gerald's Tire Service provides each employee with a clean, sharp-looking uniform. It also instructs employees to put all tools back where they belong and keep the work area clean and uncluttered. Gerald's Tire Service emphasizes __________ in the five service quality dimensions. A. assurance B. reliability C. tangibles D. responsiveness E. empathy

tangibles

Monique was looking for a venue for her wedding reception. When she visited one potential location, she noticed that the landscaping was not complete, and there was stained carpet in the lobby. Which of the service quality building blocks caused Monique to select an alternative venue? a. responsiveness b. tangibles c. reliability d. empathy e. Assurance

tangibles

Most customers want to achieve a fair solution following a service failure. Which of the following is NOT a factor that affects a person's perceptions of fairness in these kinds of situations? Select one: a. The customer's experience with other firms. b. Observed treatment of other customers. c. Stories of service recovery told by friends and family. d. The nature or severity of the service failure. e. The firm's policy on service recovery.

the firms policy on service recovery

What issue highlighted in your text is an ever-present concern for customers regarding CRM systems? A. the attempt by companies to sell customers additional products B. the potential for customers to be inundated with company mail C. the worry that customer data is not secure D. the fear that the company will use customer data in its advertising campaigns E. the attempt by companies to use customer data to generate product specific promotion

the worry that customer data is not secure

Any point at which a customer and the company come into contact is called a A. marketing point. B. sales point. C. value point. D. touch point. E. communication point

touch point

Co-branding involves A. one company linking two of its brands. B. two companies issuing two different products, but using the same name. C. one company issuing two different products, but packaging them under different names. D. two or more companies using the same supplier for its products. E. two or more companies issuing a single product.

two or more companies issuing a single product.

A business is trying to determine which customers buy its products online versus going to its retail stores. By doing so, the firm is engaged in which step of the customer relationship management process? A. gathering specific customer information B. understanding how customers interact C. storing and analyzing information D. identifying current customers E. utilizing analysis to build customer relationships

understanding how customers interact

Martha had several unpleasant experiences trying to find the merchandise she needed at a large lumber yard and hardware store. The employees—when she could find them—rarely seemed to know where anything was outside of their own departments. But on her most recent visit, she was pleasantly surprised to find that the store had installed kiosks where she could get directions quickly and accurately. The store had found a technological solution to the services marketing issue of A. intangibility. B. part-time employees. C. perishability. D. inseparability. E. variability.

variability

One approach marketers are using to reduce service __________ is to replace people with machines whenever appropriate. A. intangibility B. inseparability C. spendability D. perishability E. variability

variability

Variable costs are defined as costs that A. vary depending on the type of material used in production. B. change only during economic downturns. C. remain constant even though the product offering varies. D. vary depending on the number of units produced or sold. E. vary depending on the advertising budget for the product.

vary depending on the number of units produced or sold.

A systematic ____________ program collects customer inputs and integrates them into managerial decisions. A. quality gap analysis B. empowerment C. zone of tolerance D. standards analysis E. voice-of-customer

voice of customer

Bank of America uses a complex polling system coupled with a customer response measurement system to assess consumers' responses to new products and services. Bank of America is using a __________ program to improve service quality and service offerings. a. zone of tolerance b. empowerment c. standards analysis d. quality gap analysis e. Voice-of-customer

voice of customer

Customers have a defined __________ when it comes to waiting in line at a retail checkout counter. The amount of time consumers are willing to wait varies with the type of store. a. tangibles gap b. quality gap c. voice-of-customer quotient d. empowerment standard e. zone of tolerance

zone of tolerance

Nicole knows her restaurant is understaffed today. She is hoping to get through the day without falling below her customers' __________, the difference between what her customers want and what they will accept before going elsewhere. Select one: a. quality gap b. empowerment standard c. zone of tolerance d. tangibles gap e. voice-of-customer quotient

zone of tolerance

The concept of __________ refers to the area between customers' expectations regarding desired service and their minimum levels of acceptable service. A. voice-of-customer programs B. empowerment C. the zone of tolerance D. standards analysis E. quality gap analysis

zone of tolerance

When Jaime arrived at her hotel room and saw that the bed sheets had not been changed from the last hotel guest and there were cockroaches in the bathroom, she chose to go elsewhere. An undone, bug-infested room was not in Jaime's __________, which is the difference between what she really wants and what she will accept before looking for another hotel. Select one: a. delivery gap b. service gap c. patience zone d. zone of intolerance e. zone of tolerance

zone of tolerance