FiltersDone

Question type

Essay

Multiple Choice

Short Answer

True False

Matching

Exam 5: The Voice of the Customer

Show Answer

Share

---

All types

Filters

Study FlashcardsPractice ExamLearn

Question 31

Multiple Choice

Review LaterAdd Note

Review Later

________ includes all supplier-initiated contact with customers.

A) Customer-relationship management
B) Supplier rationalization
C) Single sourcing
D) Customer segmentation
E) Actively solicited customer feedback

F) A) and C)
G) A) and B)

Correct Answer

verified

Show Answer

Question 32

True/False

Review LaterAdd Note

Review Later

Annuity relationships result in the customer providing a short-term income stream to the provider.

A) True
B) False

Correct Answer

verified

Show Answer

Question 33

Multiple Choice

Review LaterAdd Note

The ________ approach involves obtaining information from customers about the process they use to receive goods and services.

A guarantee outlines the customer's rights.

Ordinal data are ranked so one measure is higher than the next.

If survey responses are consistent but they are not measuring the right thing, the instrument is reliable but it is not valid.

Which of the following determinants of service quality involves trustworthiness, believability, honesty, and having the customer's best interests at heart?

The ________ model shows that a firm's quality performance is increasing while customer's expectations are also increasing.

Active data collections tend to result in lower ratings of quality than passive data collections.

Explain the reactive customer-driven quality (RCDQ) model.

Many companies use single sourcing as a way to increase the number of suppliers.

The ________ process involves the transformation of a negative situation into one in which the complainant is restored to the state existing prior to the occurrence of a problem.

The Gap refers to the differences between desired levels of performance and actual levels of performance.

Measurement data such as height, weight, volume, and speed are referred to as ________ data.

A focus group allows a supplier to gather feedback from a group of consumers at one time.

What are the components and activities associated with the complaint resolution process?

Which of the following determinants include the physical evidence of the service?

When analyzing the results of a survey, open-ended questions are analyzed with Pareto analysis using bar charts of the various categories of responses.

Which of the following determinants of service quality means possession of the required skills and knowledge to perform the service?

A continuum of "strongly disagree-disagree-neutral-agree-strongly agree" on a five-point scale is an example of relatively ranked ordinal data points.