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TOP 10 Learning Questions for Chapter 5 Creating Customer Value, Satisfaction, & Loyalty Erwin L. Isla, M.D., DPBO May 21, 2010
1. ______is based on difference between what customer gets & what he/she gives for the different choices. ,[object Object],[object Object],[object Object],[object Object],[object Object]
2. ______ enables companies to provide excellent real-time customer service through effective use of individual account information. ,[object Object],[object Object],[object Object],[object Object],[object Object]
3. The following are tools used in monitoring customer satisfaction EXCEPT ,[object Object],[object Object],[object Object],[object Object],[object Object]
4. The following can be said about quality EXCEPT ,[object Object],[object Object],[object Object],[object Object],[object Object]
5. Which of the following is TRUE? ,[object Object],[object Object],[object Object],[object Object],[object Object]
6. Which of the following is TRUE? ,[object Object],[object Object],[object Object],[object Object],[object Object]
7. Mercury Drug uses “Suki Card” to keep customers. This is an example of? ,[object Object],[object Object],[object Object],[object Object],[object Object]
8. Tricare Hospitel providing healthcare services with hotel-like amenities is an example of? ,[object Object],[object Object],[object Object],[object Object],[object Object]
9. At Belo’s, patients are always greeted by courteous receptionists and offered beverages. This is an example of? ,[object Object],[object Object],[object Object],[object Object],[object Object]
10. Asian Eye Institute is one of the most visited eye center in the country because doctors are Harvard trained. This is an example of? ,[object Object],[object Object],[object Object],[object Object],[object Object]
TOP 10 Learning Questions for Chapter 5 Creating Customer Value, Satisfaction, & Loyalty Erwin L. Isla, M.D., DPBO May 21, 2010

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  • 1. TOP 10 Learning Questions for Chapter 5 Creating Customer Value, Satisfaction, & Loyalty Erwin L. Isla, M.D., DPBO May 21, 2010
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  • 12. TOP 10 Learning Questions for Chapter 5 Creating Customer Value, Satisfaction, & Loyalty Erwin L. Isla, M.D., DPBO May 21, 2010