Give an example of how a hotel can generate customer loyalty at a "customer touch point."
What will be an ideal response?
Student answers will vary. An example of a customer touch point would be when a hotel offers its guests something to drink upon arrival before they check in, or when the staff places chocolates on pillows and face towels twisted into the shape of animals on beds.
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In the context of the attitude curve in response to change, which of the following is a characteristic of the denial phase?
A. There is recognition that something must be done. B. Security and other needs are threatened, so overt defenses are employed. C. Dedication continues until a new change occurs. D. Unpleasant thoughts are ignored or dismissed in favor of more satisfying thoughts.
A collection of individuals performing similar tasks that when added together will help to further its overall goals is ______.
a. a group b. a team c. groupthink d. a collection of free-riders
For public relations professionals, journalists are ________
A) no longer the most important source for helping their messages be heard B) the primary source for research. C) still their primary "customers" D) online but prefer receiving correspondence via "snail mail"
When a company assumes that foreign consumers want exactly the same products that are sold in the United States, it has failed to analyze the importance of understanding ________ ________.
Fill in the blank(s) with the appropriate word(s).