Partnerships with sales managers and other sales executives are important in winning support for ...

Partnerships with sales managers and other sales executives are important in winning support for developing innovative responses to customer needs.
 
 Indicate whether the statement is true or false

Question 2

Discuss the concept of seamlessness.

Question 3

A customer attempted to pay his bill with his American Express credit card; however, the service firm did not accept American Express. Which of the following components of the servuction model negatively influenced the customer's experience?
 A) servicescape
  B) organization and systems
  C) other customers
  D) contact personnel
  E) service providers

Question 4

A salesperson's success depends on the degree of support he or she receives from others in the various functional areas of an organization.
 
 Indicate whether the statement is true or false

Question 5

Which of the following service audit question does NOT belong within the external service value component?
 A) How does the firm measure value?
  B) How is information on customer perceptions of the firm's value shared within the company?
  C) Does the firm actively measure the gap between customer expectations and perceptions of services delivered?
  D) Is service recovery an active strategy discussed among management and employees?
  E) Are employees aware of internal and external customers?

Question 6

If an office did not schedule as many people as were needed during a busy period, which of the following components of the servuction model has negatively influenced the customer's experience?
 A) servicescape
  B) organization and systems
  C) other customers
  D) contact personnel
  E) service providers

Question 7

External relationships are relationships salespeople have with other individuals in their own company.
 
 Indicate whether the statement is true or false

Question 8

Which of the following service audit questions belong within the employee productivity component?
 A) How does the firm define customer loyalty?
  B) Does the firm set employee retention goals?
  C) Does the firm measure profits from referrals?
  D) How does the firm measure employee productivity?
  E) When customers do not return, do we know why?

Question 9

The component of the servuction model over which most service firms have the least control is:
 A) servicescape.
  B) organization and systems.
  C) other customers.
  D) contact personnel.
  E) service providers.