Service Organizations That Use Customer Relationship Management (CRM)systems Recognize the Importance

Q44: COMPLETION QUESTIONS<br>Customer Loyalty<br>Customer Delight<br>Perceived Service Quality<br>Service Delivery

Q45: A service guarantee should be viewed as

Q46: Customer delight occurs when customer expectations are

Q47: Loyal customers are cheaper to serve.

Q48: When compared to physical goods,services tend to

Q50: COMPLETION QUESTIONS<br>Customer Loyalty<br>Customer Delight<br>Perceived Service Quality<br>Service Delivery

Q51: A local service provider decided that it

Q52: Which is NOT a major service quality

Q53: In general,customers who are satisfied with a

Q54: The _ award for quality was instituted