QUIZ WEEK 11 - COMPETING THROUGH SUPERIOR SERVICE AND CUSTOMER RELATIONSHIPS

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CHAPTER 13 - COMPETING THROUGH SUPERIOR SERVICE AND CUSTOMER RELATIONSHIPS

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Jenny Putri Yunlin Teno

Indonesia

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QUIZ WEEK 11 - COMPETING THROUGH SUPERIOR SERVICE AND CUSTOMER RELATIONSHIPS


Froggy Jumps QUIZ WEEK 11 - COMPETING THROUGH SUPERIOR SERVICE AND CUSTOMER RELATIONSHIPSVersión en línea CHAPTER 13 - COMPETING THROUGH SUPERIOR SERVICE AND CUSTOMER RELATIONSHIPS por Jenny Putri Yunlin Teno 1 According to the introduction, why are modern customers becoming more critical and selective? a Because companies offer fewer products b Because customers only care about brand loyalty c Because customers want real value, not excessive marketing promises 2 In the goods and services spectrum, intangible elements include: a Product size, color, and packaging b Service level, image, associations, and trust c Warehouse capacity and production volume 3 What does “blurring boundaries” mean in the goods and services spectrum? a Products and services are completely separated b Tangible elements are no longer needed c The difference between tangible and intangible elements is becoming less clear 4 In service and competitive positioning, a high service strategy is suitable when: a Service has low impact on customer outcomes b Customers only want the lowest price c Service creates differentiation and higher customer value 5 In relationship marketing, which customer level actively recommends the company to others? a Prospect b Advocate c Client 6 Which of the following is one foundation of relationship marketing? a Ignoring customer value b Mutual trust and respect c Focusing only on one-time transactions 7 In customer service, the three important components are: a Price, product, and promotion b Strategy, systems, and staff c Revenue, cost, and profit 8 Customer satisfaction gap refers to the difference between: a Customer income and company profit b Customer expectations and customer experiences c Product design and product packaging 9 Which of the following is not part of the rater model? a Retention b Reliability c Assurance 10 In e-service quality, why is trust more important in online service? a Because customers can directly touch the product b Because customers always meet the seller face-to-face c Because customers must trust fulfilment, data privacy, and payment security

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QUIZ WEEK 11 - COMPETING THROUGH SUPERIOR SERVICE AND CUSTOMER RELATIONSHIPS

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QUIZ WEEK 11 - COMPETING THROUGH SUPERIOR SERVICE AND CUSTOMER RELATIONSHIPSVersión en línea

por Jenny Putri Yunlin Teno

According to the introduction, why are modern customers becoming more critical and selective?

In the goods and services spectrum, intangible elements include:

What does “blurring boundaries” mean in the goods and services spectrum?

In service and competitive positioning, a high service strategy is suitable when:

In relationship marketing, which customer level actively recommends the company to others?

Which of the following is one foundation of relationship marketing?

In customer service, the three important components are:

Customer satisfaction gap refers to the difference between:

Which of the following is not part of the rater model?

In e-service quality, why is trust more important in online service?