Which of the following is FALSE about service recovery?
a. Gather information from customers at the time of service failure so that necessary action can be taken for immediate recovery.
b. Conduct a postrecovery assessment to evaluate the recovery performance against the customer.
c. Service recovery is unaffected by the strength of the relationship between the customer and the organization.
d. Success of service recovery depends on the severity of the failure.
c. Service recovery is unaffected by the strength of the relationship between the customer and the organization.
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Which of the following best describes a purchase funnel?
A) an assessment of advertising effectiveness B) a sequential consumer decision-making model C) a measure of return on investment D) a customer relationship management model E) an advertising copy test
Sarah thinks of herself as a healer at heart, and all her life, she has wanted to bring mental and physical health to others. She is now a doctor working in developing countries, a path that is very aligned with her self-concept. Based on this, we would say that her work is ______.
a. self-sacrificing b. special c. meaningful d. collegial
Image is the set of qualities and characteristics that represent a perception of you as judged by others
Indicate whether the statement is true or false
The core values of a company
A. involve the systematic monitoring of its external opportunities. B. make up the basic purpose of the company. C. are the strong enduring beliefs used by the company to make decisions. D. are determined by conducting a trend analysis on its employees.