When Hayley had some problems with the applications on her cell phone, she gave her cell phone to the service center for a software update. The service center returned the phone to Hayley the next day, with the software update complete
Two days later, the service center called Hayley to enquire if the phone was functioning well. Which area of services marketing does this incident illustrate? Why is this important?
This situation illustrates interactive marketing, which deals with the employees' skill in serving the client. This is important because clients judge a service not only by its technical quality (how successful it was) but also by its functional quality (the attitude of the employees performing the service).
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Systems development is separated from data processing activities because failure to do so
a. weakens database access security b. allows programmers access to make unauthorized changes to applications during execution c. results in inadequate documentation d. results in master files being inadvertently erased
Under a modified wage plan, an employee earns $1.55 for each finished unit and is guaranteed $18 per hour as a minimum wage. If the daily quota is 96 units, on a particular day when an employee completes 90 units and works 8 hours, the amount of the make-up guarantee will be:
a. $18.00 b. $9.00 c. $4.50 d. $13.50
Which of the following is not a true statement?
a. There is empirical evidence that future cash flows are better forecasted with accrual data than with cash flow data. b. Accrual accounting numbers incorporate the attribute that determines firm valuation-net cash flow data. c. Changes in reported accounting earnings affect firm valuation through changes in stock prices. d. The value to investors of the information in financial reporting lies in its role as an historical record.
Multichannel retailers are retailers that
A. utilize and integrate a combination of traditional store formats and nonstore formats. B. sell different products through entirely different channels. C. combine two channels for their offerings: one for products and the other for services. D. utilize strategic and tactical wholesalers. E. sell through different channels under different brand names.