Exam 5: The Voice of the Customer

A process-chain-network diagram is a flowchart tool for managers to use when designing service delivery systems.

Which of the following determinants of service quality involves politeness, respect, consideration, and friendliness of contact personnel?

Differentiate between internal and external customers.

The complaint-resolution 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.

Phone contacts and focus groups are referred to as hard data.

Single-sourcing arrangements are developing into strategic alliances where suppliers become de facto subsidiaries to their major customers.

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

Which of the following is not a design aspect to customer-relationship management?

Customer retention is measured as the percentage of customers who return for more service.

Which of the following is not a component of an effective guarantee?

________ customers are also known as end users.

The second component of a complaint-resolution process is ________.

The competence determinant of service quality means possession of the required skills and knowledge to perform the service.

A(n) ________ relationship is one in which the customer provides a long-term, steady income stream to the provider.

Customer-initiated contact, such as submitting an inquiry via a company's Web site, is considered passively solicited customer feedback.

Construct validity indicates that your measuring instrument has the ability to predict or agree with constructs external to that which you are measuring.

What does segmenting markets involve?

Which of the following determinants of service quality involves consistency of performance and dependability?

Phone contacts, focus groups, and survey results are referred to as ________ data.

Customer-driven quality represents a proactive approach to satisfying customer needs that is based on gathering data about the customers to learn their needs and preferences.