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Marketing Management Study Set 3

Business

Quiz 5 :

Creating Customer Value, Satisfaction, and Loyalty

Quiz 5 :

Creating Customer Value, Satisfaction, and Loyalty

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Total customer satisfaction is measured based on the relationship of ________.
Free
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B

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The ultimate goal of the customer-centered firm is ________.
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E

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Total quality is the key to value creation and customer satisfaction.A marketing manager has several roles to play in a quality-centered company,including ________.
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B

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The final step of customer value analysis is to ________.
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Of customers who register a complaint,________.
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A company's ________ includes all the experiences the customer will have on the way to obtaining and using the offering.
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Buyers form their expectations from all of the following EXCEPT ________.
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In the modern customer-oriented organizational chart,which of the following is considered to be at the top of the organizational pyramid
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________ are adept at building customer relationships,not just products; they are skilled in market engineering,not just product engineering.
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Studies of customer dissatisfaction show that customers are dissatisfied with their purchases about 25% of the time,but only about ________ complain.
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Total customer benefit is the perceived monetary value of the bundle of economic,functional,and ________ benefits customers expect from a given market offering.
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One key to customer retention is ________.It would be wise for a company to measure this factor frequently.
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A customer's decision to be loyal or to defect is the sum of many small encounters with the company.In order for all these small encounters to add up to customer loyalty,many companies,such as Joie de Vivre Hospitality,strive to create ________.
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The ________ consists of the whole cluster of benefits the company promises to deliver; it is more than the core positioning of the offering.
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________ is the difference between the prospective customer's evaluation of all the benefits and all the costs of an offering and the perceived alternatives.
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________ can track customer satisfaction directly and also gauge consumers' willingness to recommend the company and brand to others.
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In applying a customer's perceived value to a decision,a seller who is at a disadvantage with respect to customer-perceived value has two alternatives: to increase total customer benefit or ________.
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The opening vignette on Ritz-Carlton shows that successful marketers are the ones that fully ________.
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The bundle of costs customers expect to incur in evaluating,obtaining,using,and disposing of the given market offering is called the ________.
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________ is the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs.
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