UNIVERSITY OF MISSISSIPPI NHM 464 Exam 1
Questions With Complete Solutions
___________ is the process by which companies create value
for customers and society, resulting in strong customer
relationships which capture value from the customers in return
Correct Answers marketing?
- is to create and maintain profitable customers Correct
Answers what is the purpose of business?
-are customer obsessed
- top management commitment to quality
-set high service quality standards
- watch service performance closely, both their own and that of
competitors Correct Answers well managed service companies
-cannot always prevent service problems, but it can learn from
them
-Good service recovery can turn angry customers into loyal ones
-To have effective complaint resolution, managers must
empower frontline service employees
-When a customer does complain, management should be
grateful because it gives them a chance to resolve the complaint
and gain the customer's repeat business Correct Answers
resolving customer complaints
, -involve the customer in the service delivery system
-cross train employee
-use part time employees
-rent or share extra facilities and equip
-change the service delivery system Correct Answers
managing capacity
-use price to create or reduce demand
-use reservations
-overbook
-revenue management
-create promotional events Correct Answers demand
management
,- market oriented rather than product oriented
-not too narrow or too broad
-motivating
-stress major policies that the company wants to honor
Questions With Complete Solutions
___________ is the process by which companies create value
for customers and society, resulting in strong customer
relationships which capture value from the customers in return
Correct Answers marketing?
- is to create and maintain profitable customers Correct
Answers what is the purpose of business?
-are customer obsessed
- top management commitment to quality
-set high service quality standards
- watch service performance closely, both their own and that of
competitors Correct Answers well managed service companies
-cannot always prevent service problems, but it can learn from
them
-Good service recovery can turn angry customers into loyal ones
-To have effective complaint resolution, managers must
empower frontline service employees
-When a customer does complain, management should be
grateful because it gives them a chance to resolve the complaint
and gain the customer's repeat business Correct Answers
resolving customer complaints
, -involve the customer in the service delivery system
-cross train employee
-use part time employees
-rent or share extra facilities and equip
-change the service delivery system Correct Answers
managing capacity
-use price to create or reduce demand
-use reservations
-overbook
-revenue management
-create promotional events Correct Answers demand
management
,- market oriented rather than product oriented
-not too narrow or too broad
-motivating
-stress major policies that the company wants to honor
