The encapsulation of the benefits of a product in the consumer's mind is called the:

The encapsulation of the benefits of a product in the consumer's mind is called the:
 A) servuction model.
  B) benefit concept.
  C) service triangle.
  D) service-profit chain.
  E) scale of market entities.

Question 2

An extranet is a special form of intranet that is accessible to the public.
 
 Indicate whether the statement is true or false

Question 3

The culture change program that allows personnel to break the rules in the context of serving their customers is called:
 A) change the way we work.
  B) orientation change.
  C) change the way you work.
  D) customers are your customers.
  E) putting the customer first.

Question 4

Which of the following could NOT be included in the airline molecular model?
 A) long-term parking
  B) financing arrangements
  C) rental car availability
  D) gate attendants
  E) baggage handlers

Question 5

Customer relationship management software applications are used for account classification.
 
 Indicate whether the statement is true or false

Question 6

The culture change program that teaches families of personnel to reinforce one another on the job is called:
 A) change the way we work.
  B) orientation change.
  C) change the way you work.
  D) customers are your customers.
  E) putting the customer first.

Question 7

The ____ involves a pictorial representation of the relationship between the tangible and intangible elements of a firm's operation.
 A) molecular model
  B) servuction model
  C) benefit concept
  D) industrial management model
  E) market-focused model

Question 8

Technology and automation help today's salespeople to constantly keep in touch with customers, with sales support, and with sales data and information.
 
 Indicate whether the statement is true or false

Question 9

The formal reporting hierarchy normally represented in an organizational chart is called the:
 A) culture.
  B) structure.
  C) systems.
  D) human resources.
  E) interfunctional task force.