Exam 16: The Financial and Economic Impact of Service

There are several auto repair shops in a three-block area on King Street.One of the shop owners decided to extend her shop's operating hours until 10 p.m.Monday-Thursday and provide a pick-up and delivery service with bonded drivers as well as guarantee all repairs for six months.This job owner is engaged in _____ marketing.

Which of the following is NOT included in the list of questions managers and researchers want answered about defensive marketing?

Toyota found that intent to purchase a Toyota automobile increased from 37 percent to _____ percent with both positive sales and service experiences.

From the inception of service quality,managers had highly sophisticated tools to measure the impact of improved service on profits.

The _______________ states that the rank that consumers assign to a service relative to the others in the category predicts share of wallet.

Research by TARP Worldwide,Inc.found that only 7 percent of customers who are "neutral or very dissatisfied" say they will "definitely repurchase" from the same company.

The ________ metric is obtained by summing up the customer lifetime values of the firm's customers.

The benefits of offensive marketing have been documented through the use of:

According to field research conducted with senior executives in 60 companies,many firms do not identify and act on the correct nonfinancial measures.All of the following are among the major mistakes made by companies with respect to nonfinancial measures EXCEPT:

A review of two decades of studies examining the links among customer satisfaction,service quality and firm performance concluded that improvements in customer satisfaction have _________ impact on firms' financial performance.

Service quality can help companies attract more and better customers to the business through _____ marketing.

Service quality,like advertising,has a cumulative effect on a company's profit.

Evidence shows that customer perceptions of quality do not affect consumer intentions.

All of the following are questions that managers want answered about defensive marketing EXCEPT:

Many companies do not identify and act on the correct non-financial measures.One of the four major mistakes that companies make is _______.In other words,companies attempt to measure complex phenomenon with one or two simple measures or use quantitative metrics to capture qualitative results for factors such as leadership.

Share of wallet is the percentage of a customer's spending within a category that is captured by a given service.

The customer equity model illustrates how:

The Net Promoter Score is based on just one survey question.

Defensive marketing can be used to reduce customer defection.

When calculating share of wallet,a brand's ___________ is the relative position that a customer assigns to the brand in comparison to other brands also used by the customer in the category.