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True/False


This activity contains 13 questions.

Question 1
1
Open Hint for Question 1 in a new window		 Consumer expectations vary by type of business.
   
 
End of Question 1


Question 2
2
Open Hint for Question 2 in a new window		 The difference between total customer delivered value and total customer cost is total customer value.
   
 
End of Question 2


Question 3
3
Open Hint for Question 3 in a new window		 Customer satisfaction depends upon the product's performance relative to the buyer's perceptions.
   
 
End of Question 3


Question 4
4
Open Hint for Question 4 in a new window		 The purpose of marketing is to generate customer value without regard for the satisfaction to the firm's other stakeholders.
   
 
End of Question 4


Question 5
5
Open Hint for Question 5 in a new window		 Satisfied customers will definitely become loyal customers.
   
 
End of Question 5


Question 6
6
Open Hint for Question 6 in a new window		 A customer's lifetime value can be considered as the sum total of all profits a given customer provides for the company over an entire year.
   
 
End of Question 6


Question 7
7
Open Hint for Question 7 in a new window		 Episodic customer contact is one feature of relationship marketing.
   
 
End of Question 7


Question 8
8
Open Hint for Question 8 in a new window		 Cross-training employees can increase capacity.
   
 
End of Question 8


Question 9
9
Open Hint for Question 9 in a new window		 Costs associated with quality include internal and external costs and quality system costs.
   
 
End of Question 9


Question 10
10
Open Hint for Question 10 in a new window		 A service quality program involves a cooperative effort between marketing and operations.
   
 
End of Question 10


Question 11
11
Open Hint for Question 11 in a new window		 Relationship marketing is oriented to single sales and episodic customer contact.
   
 
End of Question 11


Question 12
12
Open Hint for Question 12 in a new window		 The five different levels of relationships are basic, reactive, accountable, proactive and partnership.
   
 
End of Question 12


Question 13
13
Open Hint for Question 13 in a new window		 Product features, a type of quality, enhances customer satisfaction.
   
 
End of Question 13







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