Exam 5: The Voice of the Customer

Which of the following is a diagram tool for managers that depicts a flowchart of interactions between service providers and customers?

Knowledge management involves managing the mountain of information generated by Web site usage in a way to improve marketing to key customers.

________ customers are the bill-paying receivers of a company's work.

The process associated with resolving complaints is called the ________ process.

Gathering data through customer comment cards is an example of a(n) ________ data gathering.

To be effective, a guarantee should be unconditional.

The external customers are the ultimate people the company is trying to satisfy with its work.

Explain the ten determinants of service quality contributed by Parasuraman, Zeithamel, and Berry.

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

What are customer-relationship management systems?

________ data is used to compare employee and customer perceptions of quality.

Which of the following determinants of service quality involves approachability and ease of contact?

Soft data are measurement data such as height, weight, volume, or speed that can be measured on a continuous scale.

Which of the following determinants of service quality concerns the willingness or readiness of employees to provide service?

The ________ phase of customer-relationship management involves improving service to the customer through the use of information systems.

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

A(n) ________ group allows a supplier to gather feedback from a group of consumers at one time.

In ________, suppliers integrate information systems and quality systems that allow close integration at all levels.

Focus groups draw individuals with similar characteristics or demographics.

________ management involves managing the mountain of information generated by Web site usage in a way to improve marketing to key customers.