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(p. 17)You change the oil in your car yourself and dump the used oil down the sewer drain which ultimately flows into the local river. Based on this information, is this a transaction between you and the oil manufacturer? A. Yes, you paid for the oil and you can do with it as you like.B. Yes, the oil company adds a premium to the price to pay for oil cleanup in the environment.C. Yes, the oil will stay in the sewer and not hurt anything.D.No, this is an issue of social responsibility because the polluted water will affect others.E. No, this is an issue solely between you and your neighbors.The used oil will contaminate the river, so society will bear a portion of the cost of your behavior. This example illustrates the issue of social responsibility, the idea that organizations are accountable to a larger society.AACSB: 3LL: 2Learning Objective: 01-05 Describe how today's customer relationship era differs from prior eras1-144
Chapter 01 - Creating Customer Relationships and Value through Marketing151.(p. 17)Customer experience refers to A. preconceived expectations of how a given buying situation will unfold.B. preconceived customer expectations in terms of a product's benefits and price.C. knowledge a customer brings to a marketing encounter prior to making an exchange.D.the internal response that customers have to all aspects of an organization and its offerings.E. the activities in which a firm will participate in order to create a positive buying experience for the customer.Key term definition - customer experienceAACSB: 3LL: 1Learning Objective: 01-05 Describe how today's customer relationship era differs from prior eras152.(p. 17)The internal response that customers have to all aspects of an organization and its offerings is referred to as A.customer experienceB. primary encountersC. internal customer auditD. reactionary response rateE. impression assessmentKey term definition - customer experienceAACSB: 3LL: 1Learning Objective: 01-05 Describe how today's customer relationship era differs from prior eras1-145
Chapter 01 - Creating Customer Relationships and Value through Marketing153.(p. 16)Customer Relationship Management refers to A. the creation of personal relationships with customers through one-on-one personal encounters after each sale is concluded in order to maintain customer loyalty.B.the process of identifying prospective buyers, understanding them intimately, and developing favorable long-term perceptions of the organization and its offerings so that buyers will choose them in the marketplace primary encounters.C. a management system of sending product information and literature only to those customers who have previously responded by making purchases.D. the division or department within a firm responsible for handling customer complaints in terms of product performance or customer service.
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Marketing, Customer Relationships, A. Marketing, environmental force