Chapter 4

........ is the difference between the prospective customer's evaluation of all the benefits and costs of an offering and the perceived alternatives.

• perceived usefulness

• failure avoidance rate

• total customer benefit

• customer-perceived value

• competitors' market share rate

when a consumer considers a product or service, he or she will choose whichever product or service delivers the highest....

• customer-perceived value

• customer-perceived cost

• customer profitability analysis

• customer equity

• customer lifetime value

....... is the perceived monetary value of the bundle of economic, functional, and psychological benefits customers expect from a given market offering

• total customer cost

• total customer benefit

• total benefits of ownership

• value propostion

• value delivery system

the bundle of costs customers expect to incur in evaluating, obtaining, using, and disposing of a market offering is called the ....

• activity-based cost

• customer profitability analysis

• total customer cost

• direct product profitibality

• direct product profitablity

Which of the following is TRUE for customer perceived value?

• it is perceived monetary value of the bundle of economic, functional, and psychological benefits customers expect from a product

• it is the difference between the prospective customer's evaluation of all the benefits and all the costs of an offering and the perceived alternatives

• it is the perceived bundle of costs customers expect to incur in evaluating, obtaining, using, and disposing of the customer's lifetime purchases

• it is the net present value of the stream of future profits expected over the customers lifetime purchases

• it is the process of investigating the hierarchy of attributes consumers examine in choosing a brand is they use phased decision strategis

which of the following is a way for companies to increase customer-perceived value?

• increase the psychological investment associated with buying

• increasing the buyers time and energy investment

• increase total customer benefit by improving economic and functional benefits

• decrease total customer benefits by replacing psychological benefits of the products

• decrease the difference between total customer benefit and total customer cost

..... can be defined as a deeply held commitment to rebuy or repatronize a preferred product or service in the future despite situational influences and marketing efforts having the potential to cause switching behavior

• value propostion

• loyalty

• satisfaction

• respect

• customer value

TBS Bikes has recently introduced a series of bikes called Surami. The core positioning of TBS Bikes is "speed". Surami is a five-gear bike and apart from speed, the company promises to include other features such as safety, good performance, and pollution control features. This describes the ..... of the bike.

• total customer cost

• customer-perceived value

• value-delivery system

• value proposition

• total customer benefit

A company's ..... includes all the experiences the customer will have on the way to obtaining and using the offering.

• value proposition

• value delivery system

• customer value analysis

• total customer benefits

• total customer cost

Sammy's is a fast-food chain that offers burgers, sandwiches, and shakes. It focuses its marketing efforts on all the experiences the customer will have on the way to obtaining their food order and eating it. Hence, Sammy's is focusing its marketing efforts on its ...... system

• horizontal marketing

• cost versus benefit

• consumption

• marketing channel

• value delivery