Focus on core competencies within each function in a company A. often leads to sub optimization of the supply chain B. usually helps lower total costs for the company C. often improves customer service D. none of these
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- what statement is true of customer relationship management A-the philosophy that the customer is always right has a positive effecr on facility management customer relationship B-excellent or creative error recovery can be a source of customer satisfaction C-a policy of zero errors is a best practice for maintaining customer relations D-facility stuff empowerment can be detrimental to customer service due to reduced service delivey consistency.The first step in designing support services is to: * O Encourage customers to try new products Prevent brand dilution Survey customers to assess the value of current services and obtain ideas for new Add new services that will both delight customers and yield profits to the companyA firm’s value proposition communicates the benefits received from theproduct or service by customers. Therefore, the value proposition provides the customer with which key piece(s) of information? a. The price of the good or service b. Where to buy the good or service c. How to use the good or service d. Reasons to buy the good or service e. All of these are correct.
- Which of the following is true of preferred customer perks? a. Giving away these perks is not particularly profitable for the company in the long run. b. The customers receiving these perks do not talk about them lest other customers get angry. c. The customers receiving these perks are disproportionately profitable for the company. d. Companies are usually quite indiscreet in providing these perks in order to attract more customers. _____ results from a cognitive comparison between a consumer's expectations and the consumer's actual performance perception. a. Disconfirmation b. Attribution c. Disintegration d. Consumer inertiaService intangibility means that services cannot be seen, tasted, felt, heard, or smelled before they are bought. Select one: a. True. b. False.Some organizations define emerging technology as any technology that they are not yet using. A. True B. False
- In which of the following examples would a consumer have difficulty separating the deliverer of the service from the service itself? A. a dental visit B. a golf lesson C. a university marketing class D. a haircut. E. all of the aboveThe process of including both qualitative and quantitative methods measuring the same variable to compare results across methods is best known as _________. a. mixed methods b. reliability c. triangulation d. validityWhich of the following statements does NOT help to close the gaps? * a. Service must reflect customer expectations b. Give information on product research and feedback on operations to customers c. educate customers to see the reality of service delivery d. Unlearn perceptions and interpretation of service delivery 2. Displaying performance on the firm's quality standards through surveys and customer advisory panels are examples of ___ of service quality * a. hard measures b. soft measures c. control chart metric
- (b) Upon graduation, eager to join the work force you sent many resumes to companies that you want to join. And you received a call for an interview from one of the companies you applied for. This company's business is heavily on brick and mortar whereby their products are being traded physically in a shop. You were happy to receive this invitation and you accepted their call to attend the interview. During the interview session, one of the managers asked your opinion about several queries. The queries are as below. As an interviewee how you manage to answer them in a professional manner will help you secure the job. The context and depth of your discussion will be added advantage as it will portray your knowledge and understanding of their needs.text _________ refers to the ability of a performance measurement system to measure all aspects of the material handling system: Select one: a. Universality b. Consistency c. Measurability d. Inclusivenessduring a weekly team meeting dr jones expressed his concerns regarding the decline in patient appointments due to no-shows he's worried how this will impact practice revenue and would like lucy to research the percentage of no-shows over the past few months additionally dr jones has tasked lucy with developing a plan to reduce and manage these appointment no-shows use the following prompts to create your discussion thread post identify the specific ratio lucy should use to determine how appointment no-shows affect the practice explain your answer describe measures lucy can take to reduce appointment no-shows at the medical practice based on your suggestion above discuss two ways lucy could implement these measures to reduce the negative impact that these appointment no-shows have on the office budget