Marketing CH05

Which factor is not important for long-term customer relationships?

• customer perceived value

• customer loyalty

• customer satisfaction

• customer financial engagement

Modern organizational chart is more customer oriented.

• True

• False

Customers' evaluation of product benefits and cost lead to their ____.

• satisfaction

• perceived value

• intangible expectation

• tangible value

Buying luxury products tends to have intangible benefits like image and status.

• True

• False

While evaluating customer's perceived value, which consideration is not important?

• product attributes/value

• competitors' performance

• competitors' alternatives

• financial performance

Which definition of customer satisfaction is more accurate?

• A person's pleasure about the company

• A person's evaluation of product performance vs. expectation

• A person's disappointment about the company

• A person's wellbeing enhanced by the product

Monitoring customer satisfaction includes measuring how the company treat customers.

• True

• False

Product quality, customer satisfaction, and company profitability are connected.

• True

• False

When a product delivers the quality as promised, its ______ is highly assured.

• customer quality

• functional qaulity

• performance quaity

• conformance quality

ABC accounting tries to identify the real costs associated with serving each customer. ABC stands for ____.

• Account based costing

• Association based costing

• Activity based costing

• Assurance based costing