Which type of advertising is used by companies to stress a particular point of view?
a. Corporate advertising c. Advocacy advertising
b. Image advertising d. Umbrella advertising
Question 2In the context of service recovery, which of the following should businesses do when customers respond aggressively to a problem?
A) Remind customers of their contract of purchase
B) Give customers choices to allow them to feel in control of the situation
C) Give customers a rational response explaining the situation
D) Offer customers a discount on all the products to rebuild their satisfaction levels
E) Sincerely apologize to the customers
Question 3Measurement fails to motivate and direct behavior toward desired end results.
a. True
b. False
Indicate whether the statement is true or false
Question 4Firms with a regiocentric or geocentric orientation are guided by a _____________________________
_ concept.
Fill in the blank(s) with correct word
Question 5When McDonald's created an advertising campaign that both made fun of Americans and stressed the fact that McDonald's avoid using genetically modified ingredients, what type of advertising was it conducting?
a. Corporate advertising c. Advocacy advertising
b. Image advertising d. Umbrella advertising
Question 6Which of the following types of complainers are likely to complain directly to the retailer or service provider?
A) Passives
B) Voicers
C) Actuators
D) Socialists
E) Individualists
Question 7It is difficult to develop performance improvement plans without understanding the areas in which performance falls short.
a. True
b. False
Indicate whether the statement is true or false
Quick Reply
