Chaz loves to play a disney online pirate game in

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62. Chaz loves to play a Disney online pirate game in which he gets to create a pirate by choosing hair- color, skin-color, clothing, and physical features. Then he gets to choose from a variety of quests and can sail a ship, dig for treasure, fight skeleton pirates, or fight the British Navy. This game provides what element of value? a. offering products that perform b. earning his trust c. avoiding unrealistic pricing d. giving him facts e. co-creation ANS: E Co-creation allows customers to help create their own experience. PTS: 1 REF: 8 OBJ: 01-3 TYPE: App TOP: AACSB Reflective Thinking | TB&E Model Customer 63. Which of the following is the customer’s evaluation of a good or service in terms of whether that good or service has met his or her needs and expectations? PTS: 1 REF: 8 OBJ: 01-3 TYPE: Def TOP: AACSB Reflective Thinking | TB&E Model Customer 64. When customer expectations regarding product quality, service quality, and value-based price are met or exceeded, _____ is created. PTS: 1 REF: 8 OBJ: 01-3 TYPE: Def TOP: AACSB Reflective Thinking | TB&E Model Customer
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65. Ninety-six percent of USAA home insurance policy holders report that USAA representatives meets their commitment in calling back customers quickly about claims. The most likely result of USAA’s efforts is: PTS: 1 REF: 8 OBJ: 01-3 TYPE: App TOP: AACSB Reflective Thinking | TB&E Model Customer 66. Xerox emphasizes _____ by replacing at its own expense any dissatisfied customer's equipment within a period of three years after purchase. a. management empowerment b. management-customer synergy c. customer satisfaction d. transactional marketing e. direct selling ANS: C When customer expectations regarding product quality, service quality, and value-based price are met or exceeded, customer satisfaction is created. PTS: 1 REF: 8 OBJ: 01-3 TYPE: App TOP: AACSB Reflective Thinking | TB&E Model Customer
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