Deck 15: Pulling the Pieces Together: Creating a World Class Service Culture
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Deck 15: Pulling the Pieces Together: Creating a World Class Service Culture
1
__________ is a firm's view toward planning its operations according to marketneeds.
A) marketing orientation
B) marketing functions
C) marketing department
D) marketing forecast
E) marketing tasks
A) marketing orientation
B) marketing functions
C) marketing department
D) marketing forecast
E) marketing tasks
marketing orientation
2
The departmental and functional seams together in order to help provide flawless service are:
A) marketing logic
B) finance logic
C) service logic
D) operations logic
E) human resources logic
A) marketing logic
B) finance logic
C) service logic
D) operations logic
E) human resources logic
service logic
3
Typical approaches to changing the organizational culture by changing thestructure of the organization include:
A) "putting the customer first"
B) changing the orientation
C) interfunctional task forces and transfers
D) bring in outsiders to change the culture
E) revamping the firm's reward systems
A) "putting the customer first"
B) changing the orientation
C) interfunctional task forces and transfers
D) bring in outsiders to change the culture
E) revamping the firm's reward systems
interfunctional task forces and transfers
4
The culture change program that teaches personnel that essentially "the customer is king"is called:
A) "change the way we work"
B) "orientation change"
C) 'change the way you work"
D) "customers are your customers"
E) "putting the customer first"
A) "change the way we work"
B) "orientation change"
C) 'change the way you work"
D) "customers are your customers"
E) "putting the customer first"
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