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