ANS T PTS 1 DIF Difficulty Easy NAT BUSPROG Analytic TOP A head Understanding

Ans t pts 1 dif difficulty easy nat busprog analytic

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PTS:1DIF:Difficulty: EasyNAT:BUSPROG: AnalyticTOP:A-head: Understanding Customer NeedsKEY:Bloom's: Knowledge13.In the context of the gap model, a customer will be satisfied when the expected quality of a product is higher than the actual quality.PTS:1DIF:Difficulty: EasyNAT:BUSPROG: AnalyticTOP:A-head: Linking Customer Needs to Design, Production, and Service DeliveryKEY:Bloom's: Knowledge
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14.Customer satisfaction or dissatisfaction takes place during moments of truth.PTS:1DIF:Difficulty: EasyNAT:BUSPROG: AnalyticTOP:A-head: Building a Customer-Focused OrganizationKEY:Bloom's: Knowledge15.Customer contact employees are often the only means by which a customer interacts with an organization.PTS:1DIF:Difficulty: EasyNAT:BUSPROG: AnalyticTOP:A-head: Building a Customer-Focused OrganizationKEY:Bloom's: Knowledge16.Dissatisfied individual and business customers often tend to complain to the organization about the problems.PTS:1DIF:Difficulty: EasyNAT:BUSPROG: AnalyticTOP:A-head: Building a Customer-Focused OrganizationKEY:Bloom's: Knowledge17.Loyal customers are most likely to be dissatisfied when problems are not resolved after complaining tothe organization.PTS:1DIF:Difficulty: EasyNAT:BUSPROG: AnalyticTOP:A-head: Building a Customer-Focused OrganizationKEY:Bloom's: Knowledge18.Customer-focused organizations empower their front-line people to do whatever is necessary to satisfy a customer.PTS:1DIF:Difficulty: EasyNAT:BUSPROG: AnalyticTOP:A-head: Building a Customer-Focused OrganizationKEY:Bloom's: Knowledge19.Customer –supplier partnerships help organizations to improve products through early design recommendations and also reduce operations costs through better communications.PTS:1DIF:Difficulty: EasyNAT:BUSPROG: AnalyticTOP:A-head: Managing Customer RelationshipsKEY:Bloom's: Knowledge20.Customer relationship management systems help organizations to identify and target their most profitable customers.PTS:1DIF:Difficulty: EasyNAT:BUSPROG: AnalyticTOP:A-head: Managing Customer Relationships
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KEY:Bloom's: Knowledge21.Customer satisfaction and engagement measurement allows an organization to identify causes of dissatisfaction and failed expectations as well as drivers of delight to understand the reasons why customers are loyal or not loyal to the company.PTS:1DIF:Difficulty: EasyNAT:BUSPROG: AnalyticTOP:A-head: Measuring Customer Satisfaction and EngagementKEY:Bloom's: Knowledge22.In the case of a customer satisfaction survey, formal written surveys tend to generate more qualitative data than face-to-face interviews.PTS:1DIF:Difficulty: EasyNAT:BUSPROG: AnalyticTOP:A-head: Measuring Customer Satisfaction and EngagementKEY:Bloom's: Knowledge23.Customer satisfaction surveys will be effective when the questions included in the survey can provide actionable results.
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