Which of the following components is part of a Decision Support System (DSS)?
a. Data System
b. Model System
c. Dialog System
d. All of the above are components of a DSS
e. Only A and B are part of a DSS
Question 2The hedonic dimension is when a consumer likes an ad and the ad creates positive feelings or emotions.
Indicate whether the statement is true or false
Question 3A model used by service providers that strives for no customer defection to competitors is referred to as:
a. price defections.
b. defection management.
c. zero defections.
d. service defections.
Question 4A key distinction of a Marketing Information System (MIS) is that:
a. The information is accurate.
b. It can only be used by marketing managers.
c. Information is collected on a regular basis.
d. It does not involve focused reports
e. The information is used in making marketing decisions
Question 5Research indicates that fear appeals are an effective form of advertising.
Indicate whether the statement is true or false
Question 6The customer retention tactic that ensures each transaction is handled to the customer's satisfaction is:
a. being there when you are needed most.
b. maintaining the proper perspective.
c. providing discretionary effort.
d. remembering the customers between calls.
Question 7The challenge of having a Marketing Information System (MIS) be effective is:
a. To train managers on its use.
b. To justify the cost of the system.
c. To protect the data in the system from hackers.
d. To get accurate reports from the system.
e. To identify in advance the data that managers will need to ensure it gets in to the system.
Question 8Direct comparative messages increase the credibility of the offering.
Indicate whether the statement is true or false
Question 9The component of perceived justice that refers to the outcomes associated with the service recovery process is referred to as social justice.
Indicate whether the statement is true or false
Question 10A big disadvantage of the Systems approach is:
a. It takes managers a long time to get data.
b. Managers are limited to the information that is available in the database.
c. The databases lack historical information.
d. Collection of data is a manual, time-consuming process.
e. All of the above are true.
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