When customer expectations regarding product quality

64. When customer expectations regarding product quality, service quality, and value-based price are met
or exceeded, _____ is created.
a. a value line
b. a quality rift
c. planning excellence
d. customer satisfaction
e. expectation satisfaction
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ANS: D
Customer satisfaction is the customer’s evaluation of a good or service in terms of whether that good
or service has met the customer’s needs and expectations.
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PTS: 1 REF: 8 OBJ: 01-3 TYPE: Def
TOP: AACSB Reflective Thinking | TB&E Model Customer
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.
PTS: 1 REF: 8 OBJ: 01-3 TYPE: App
TOP: AACSB Reflective Thinking | TB&E Model Customer
67. _____ is a strategy that focuses on keeping and improving relationships with current customers.
PTS: 1 REF: 9 OBJ: 01-3 TYPE: Def
TOP: AACSB Reflective Thinking | TB&E Model Customer
68. Networkcar.com sells a plug-in device that connects to computer diagnostic ports that are standard on
cars. The device beams signals to dealers who can remotely diagnose or spot trouble. The device
allows car dealerships to maintain a closer bond with their customers by offering maintenance before a
problem leaves customers with an inoperable or possibly dangerous car. With the device, dealers can
better engage in:
a. management empowerment
b. management-customer synergy
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c. relationship marketing
d. transactional marketing
e. direct selling
ANS: C
Relationship management is a strategy that entails forging long-term partnerships with customers.
PTS: 1 REF: 9 OBJ: 01-3 TYPE: App
TOP: AACSB Reflective Thinking | TB&E Model Customer