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Creating loyalty is of crucial importance for most service providers. When someone is loyal to the low price of a restaurant we speak of …
A) Price Loyalty
B) Cognitive Loyalty
C) Affective Loyalty
D) Conative Loyalty
Creating loyalty is of crucial importance for most service providers. When someone is loyal to the l...
B) Cognitive Loyalty
When handling complaints we can distinguish different kinds of fairness. The fact that the NS (Dutch railway) has changed its policy from paper to online declaration of delays focuses especially on which form of fairness?
A) Outcome fairness
B) Procedural fairness
C) Interactional fairness
D) Reactional fairness
When handling complaints we can distinguish different kinds of fairness. The fact that the NS (Dutch...
B) Procedural fairness
A person goes on Monday morning to his bakery like he usually does. As a result he has expectations about what to expect from his visit. These expectations can best be described as. .?
A) Desired Expectations
B) Predicted Expectations
C) Adequate Expectations
D) Should Expectations
A person goes on Monday morning to his bakery like he usually does. As a result he has expectations ...
B) Predicted Expectations*
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Service Marketing ALL LECTURES
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All lectures of the course 'Service Marketing' given by Hans Haans at Tilburg University. Pre-master Marketing Management 2017/2018. Language: Moslty English, a bit Dutch.
- Class notes
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