Deck 15: Pulling the Pieces Together: Creating a World Class Service Culture

Question 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

Answer 1

marketing orientation

Question 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

Answer 2

service logic

Question 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

Answer 3

interfunctional task forces and transfers

Question 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"