According to research by Lloyd Harris and Kate Reynolds, the most reported category of jaycustomer behavior by both employees and customers in hotels, restaurants, and bars is ____________
a. compensation letter writers
b. undesirable customers
c. oral abusers
d. vindictive customers
e. physical abusers
c
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When companies adopt an indirect involvement channel they have all of the following activities except:
A) utilize independent agents. B) use distributors. C) utilize retailers. D) establish their own sales force. E) utilize those who have network of stores.
There are two basic types of management reports–programmed and ad hoc. Describe each and give examples
A chief operating officer of the company who applies the level of administrative skills to the degrees delineated in Katz’s model ______.
A. incorporates the entire staff in the process of shaping the company’s goals B. is more “hands-on” with producing the company’s product than interacting with staff C. has higher involvement with things than people or ideas D. avoids getting to know the staff
When a company interacts one-on-one with large numbers of customers to create customer-unique value by designing products and services tailor-made to individual needs, it is engaging in ________
A) concentrated marketing B) mass marketing C) mass customization D) differentiated marketing E) local marketing