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Exam 14: Customer Satisfaction and Customer Relationships

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Question 41

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Marketers don't track customer evaluations because

A) they know that satisfied customers contribute to the bottom line.
B) they're interesting.
C) new customers become loyal.
D) truly loyal customers purchase frequently.

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Question 42

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Identify and discuss the three possible outcomes of customer evaluations.

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(1) A customer's expectations may be con...

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Question 43

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Jonathan just bought his usual brand of chips from the grocery store without thinking much about it.The fact that he normally doesn't evaluate his chips purchase means that it is a higher-involvement purchase.

When customers become dissatisfied, what is the primary means of regaining the customer?

Michael stayed at a Hampton Inn last weekend.What are the two categories of the purchase that he considers? Give an example of each category.

Third-party communications help consumers form expectations based on objective ratings on issues such as quality and value.

Marketers talk of three kinds of expectations.Which of the following is NOT one of them?

Honda offers a line of cars from less expensive to more expensive.What is Honda's goal with regard to this line?

Most customer segments' expectations of quality are not unrealistic.

__________ is defined as the trade-off of the quality of the purchase received compared with the price paid and other costs incurred.

There are three possible outcomes of customer evaluations: (1) satisfaction, (2) delight, or (3) dissatisfaction.

Customer lifetime value assessments involve which three types of components?

List the various sources of expectations and when you would typically use each one.

Hygiene and motivating factors are analogous to core and value-added.

Comparing a purchase to expectations occurs when the item purchased is comprised primarily of __________ characteristics.

Newport Country Club has a few unhappy members.They were not treated well at their last dinner at the club.What can Newport Country Club do to prevent these members from leaving the club for another club or quitting the country club lifestyle altogether?

Some marketers say that firms should seek to enhance not customer satisfaction but rather customers' perceptions of value.

Retention rates __________ over time.

When a consumer does not have much personal experience with a realtor (e.g., a first-time home buyer) , he will form expectations from

What do customers evaluate when making a purchase?