What are the different dimensions of customer contact in service processes? Provide an example of a service that has high levels of customer contact and one that has very low levels of customer contact
What will be an ideal response?
The dimensions of customer contact are physical presence, what is processed, contact intensity, personal attention, and method of delivery. Examples will vary.
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In general, it costs ________ times more to replace a customer than it costs to keep a customer
A) two B) three C) four D) five E) six
Javier's Pizza Point has a margin per unit of $2.00 for a typical pizza, total fixed expenses of $10,000, and average variable costs of $3.00 per pizza. How many pizzas must Javier sell to break even?
A) 2,000 B) 3,334 C) 5,000 D) 20,000 E) 30,000
Which of the following is a method advertisers use to show their social responsibility?
A. providing pro bono work to nonprofit groups B. obeying most FTC regulations C. creating markets for new products D. joining self-regulatory agencies E. refraining from the use of advertising clutter
Which of the following benefits arise by having a civil trial before a criminal trial?
a. Defendants in civil trials are considered innocent until proven guilty. b. Civil trial precludes a person from being tried twice for the same crime. c. Defendant may make admissions during the civil trial that can be used in the criminal trial. d. In a civil trial, settlements may be negotiated at any time during the litigation.