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Managing Services, Service Marketing

Recent Managing Services, Service Marketing Questions & Answers

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________ is an organization-wide approach to continuously improving the quality of all the organization’s processes, products, and se...
________ is an organization-wide approach to continuously improving the quality of all the organization’s processes, products, and services. a. Total quality management b. Strategic management c. Profit-centered management d. Customer-retention management e. Total customer control m...
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The 20-80-30 rules reflects the idea that ________. a. the top 20 percent of customers generate 80 percent of the company’s prof...
The 20-80-30 rules reflects the idea that ________. a. the top 20 percent of customers generate 80 percent of the company’s profits, half of which are lost serving the bottom 30 percent of unprofitable customers b. the top 20 percent of customers are highly satisfied, 80 per...
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Most companies have learned that the ________ are the most profitable because of service expectations and their willingness to pay almost fu...
Most companies have learned that the ________ are the most profitable because of service expectations and their willingness to pay almost full price for the products they purchase. a. large-size customers b. midsize customers c. small-size customers d. niche customers e. target market cust...
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A ________ customer is a person, household, or company that over time yields a revenue stream that exceeds by an acceptable amount the compa...
A ________ customer is a person, household, or company that over time yields a revenue stream that exceeds by an acceptable amount the company’s cost stream of attracting, selling, and servicing that customer. a. profitable b. semi-profitable c. unprofitable d. niche e. target ...
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Customer profitability analysis (CPA) is best conducted with the tools of an accounting technique called ________. a. input-output analysis ...
Customer profitability analysis (CPA) is best conducted with the tools of an accounting technique called ________. a. input-output analysis b. factor analysis c. Revenue-Based Costing (RBC) d. Activity-Based Costing (ABC) e. Future Date Costing (FDC) ...
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Which of the following is the best example of what is called a leverageable advantage? a. Dell avoiding selling its products in retail stores. b...
Which of the following is the best example of what is called a leverageable advantage? a. Dell avoiding selling its products in retail stores. b. Apple winning design awards and producing unique commercials. c. Microsoft’s use of its operating system to Microsoft Office a...
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Taco Bell has determined that keeping customers satisfied can be very profitable. A repeat customer in Taco Bell’s eyes can be worth ...
Taco Bell has determined that keeping customers satisfied can be very profitable. A repeat customer in Taco Bell’s eyes can be worth as much as ________ over the customer’s lifetime. a. $100,000 b. $61,000 c. $35,000 d. $11,000 e. $2,000 ...
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The aim of customer relationship management (CRM) is to produce high customer ________. a. value b. loyalty c. profitability d. satisfac...
The aim of customer relationship management (CRM) is to produce high customer ________. a. value b. loyalty c. profitability d. satisfaction e. equity ...
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The ability of a company to meet each customer’s requirements—to prepare on a mass basis individually designed products, servi...
The ability of a company to meet each customer’s requirements—to prepare on a mass basis individually designed products, services, programs, and communications, is referred to as ________. a. proactive customer service b. individualization c. mass customization d. competitive...
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A customer touch point in the airline industry would include an item such as ________. a. reservations b. mechanics ability to service the a...
A customer touch point in the airline industry would include an item such as ________. a. reservations b. mechanics ability to service the airplanes c. ease of access to the airport d. the value of air travel versus surface transportation e. competency of a travel agent ...
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