According to Baran and Galka, among the trends in current technologies that have an impact on CRM are all the following except _____.crowdsensing...
View the step-by-step solution to:

Question

22. According to Baran and Galka, among the trends in current technologies that have an impact on CRM are all the

following except _____.


a.        crowdsensing

b.        customer contact channel management

c.        salesforce automation

d.        marketing application life cycles

e.        customer engagement technologies


25. Based on the work of Celuch et al. (2015) regarding customer feedback behavior, which of the following statements is FALSE?


a.        Employee customer-oriented behavior affects social benefits, which in turn influences customer feedback.

b.        Social benefits refer to relational interaction and bonding with other customers of a service provider, which limits customer feedback to service providers.

c.        Social benefits will lead to increased customer feedback, but more so for customers that display higher levels of continuance commitment.

d.        These researchers focused on the role that frontline employees' behavior plays in fostering customer feedback.

e.        Services managers have the ability to influence the amount of feedback that they receive by encouraging certain employee behaviors. 

Top Answer

The correct answer to 22... View the full answer

Sign up to view the full answer

Why Join Course Hero?

Course Hero has all the homework and study help you need to succeed! We’ve got course-specific notes, study guides, and practice tests along with expert tutors.

  • -

    Study Documents

    Find the best study resources around, tagged to your specific courses. Share your own to gain free Course Hero access.

    Browse Documents
  • -

    Question & Answers

    Get one-on-one homework help from our expert tutors—available online 24/7. Ask your own questions or browse existing Q&A threads. Satisfaction guaranteed!

    Ask a Question