Discuss the importance of the customer's perception of quality customer service.
What will be an ideal response?
A customer's perception of quality service is often one of the prime reasons for his or her return. The quality of service that is experienced by your customer will affect how they view your product or service. Although much is written these days about quality, it is not merely a fad. Quality service involves effort and activities by the organizations that are done well and exceed the expectations of the customer.
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Hard-working people at insurance giant AIG joked that "thank heavens it's Friday because that means there are only two more working days until Monday." This is characteristic of which layer of organizational culture?
A. Enacted norms B. Invisible artifacts C. Symbolic culture D. Heroic mores E. Basic assumptions
Describe the purpose of Institutional Review Boards (IRBs). In your description, define and explain the three basic IRB principles: respect for persons, beneficence, justice.
What will be an ideal response?
A classification scheme that defines and identifies all files, including indexing and storage of the files, and referencing the disposition schedule of each file
Fill in the blank(s) with the appropriate word(s).
Which of the following is true of the buying behavior of organizational customers?
A. In organizational buying, the needs of individuals who influence the purchase are not important. B. Purchasing managers and others involved in organizational buying decisions do not expect friendly relationships with suppliers. C. Product reliability is a more important concern for final consumers than for organizational customers. D. Behavioral dimensions like security, status, and a sense of accomplishment affect organizational buying. E. Organizational buyers are solely influenced by economic factors.