Explain a situation where a service firm should not implement a service guarantee
What will be an ideal response?
Firms that currently have poor or uncontrollably variant service performance should not implement service guarantees because they will have to enact the service guarantee more frequently than might be profitable.
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Coach Smith is told one of his new players is a gifted athlete. The coach immediately focuses on that player and spends additional time helping him develop his skills. As the coach expected, the player turned out to be an excellent addition to the team. This example shows the ________ effect.
A. Pygmalion B. projection C. Golem D. closure
Questionnaire organization is important because the questionnaire's appearance and the ease with which respondents complete the questions have the potential to affect the quality of the data collected
Indicate whether the statement is true or false
Training ensures that all interviewers administer the questionnaire in the same manner so that the data can be collected uniformly
Indicate whether the statement is true or false
________ is the organizational commitment to developing and enhancing long-term, mutually beneficial relationships with profitable or potentially profitable customers
A) Customer retention B) Customer lifetime value C) Customer satisfaction D) Relationship marketing E) Reward programming