________ defines how the firm proposes to deliver a competitively superior value proposition to targeted customers.
a. Financial perspective
b. Customer perspective
c. Internal perspective
d. External perspective
e. None of the above
Question 2When researchers want to draw a random sample of consumers or households, they often use
____________________, in which geographic areas and/or housing units are randomly selected and people within
are approached for personal interview.
Fill in the blank(s) with correct word
Question 3_________________ are popular for conducting personal interviews among consumers in retail shopping centers.
Fill in the blank(s) with correct word
Question 4It is in the company's best interest to encourage customer complaints, because consumers that do not complain to the company are more likely to complain to someone else, but still keep buying.
Indicate whether the statement is true or false
Question 5Satisfaction is higher if a consumer feels they got a good deal.
Indicate whether the statement is true or false
Question 6________ seeks to determine why actual sales varied from planned sales.
a. A sales analysis
b. A market share analysis
c. An expense-to-sales ratio
d. All of the above
e. None of the above
Question 7Dissatisfaction leads to feelings of tolerance, distress, sadness, regret, and relief.
Indicate whether the statement is true or false
Question 8Equity theory deals with placing blame when something goes wrong with a product or service.
Indicate whether the statement is true or false
Question 9One of the downsides of setting consumers' expectations with evaluations of products or services is that they tend to pay closer attention to negative aspects during consumption, and therefore, provide less-favorable quality and satisfaction evaluations.
Indicate whether the statement is true or false
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