New owners of the Atlanta Falcons wanted to increase attendance by giving customers want they wanted. After determining that family-oriented halftime shows were an important consideration for a large portion of its target market, the Falcons researched specific ideas such as fireworks displays, a battle of the bands featuring local high school bands, drawings for prizes and musical concerts. The additional research would have been done during which step of the developing customer-defined standards?
A. Developing feedback mechanisms for measurement of standards
B. Establishing measures and target levels for standards
C. Identifying existing or desired service encounter sequences
D. Deciding whether hard or soft standards are appropriate
E. Translating customer expectations into specific behaviors and actions
Answer: E
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________ is likely to lead to customer relationship breakdowns.
A. Organizing and cleaning the work area regularly B. Using pet phrases such as "cool" excessively C. Saying "please" and "thank you" to customers D. Asking permission and acknowledging contributions
Much of the growth in social media sites can be attributed to:
a. good old-fashioned word-of-mouth promotion. b. new platforms like tablets and smartphones. c. media hype. d. reduced demand for crowdsourcing.
Employees whose compensation is calculated on the basis of weekly, biweekly, or monthly periods are classified as
A. salaried employees. B. hourly employees. C. management employees. D. white-collar employees.
According to a CEO survey by Accenture, ________ are not mutually exclusive corporate goals.
A. sustainability and profitability B. ROI and quality C. availability and ROI D. quality and profitability