In order to map out the service process, the points of customer contact, and the evidence of service from the customer's point of view, service firms should develop a ________
A) marketing plan
B) service floor plan
C) Gantt chart
D) business plan
E) service blueprint
E
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According to the text, surveys are used primarily for all of the following purposes EXCEPT:
A) market segmentation. B) advertising theme and selection. C) advertising effectiveness. D) in-depth interviews E) all of the above
How can an organization create a personal response in their social media posts?
A) React immediately to the post B) Quote corporate policy when announcing decisions C) Have the user contact you via phone or email D) Use a friendly tone and show empathy E) Respond with interesting information on the topic
Rudy was working as an applications developer in a software firm in San Jose. His employment contract was for three years at $100,000 a year. Two years into the contract, Rudy's employer fired him as a part of downsizing
Which of the following jobs could Rudy take in order to mitigate damages? A) Any job that offers $100,000 or more a year. B) Another software applications developer job, irrespective of the salary. C) A job in any software firm in any part of the country. D) An applications developer job in San Jose for $100,000 a year or more.
According to Tuckman’s stage model of groups, in ______ stage the characteristics, attitudes, and expectations of individuals come into conflict with the structure of the group.
A. storming B. norming C. forming D. adjourning