131. The SERVQUAL dimension that measures consumer views that reflect the security of the firm's operations is the ________ dimension.
132. __________ is an example of a service where the customer typically goes to the service organization
133. Research has shown that customers are more likely to choose a self-service channel if they have ____________.
134. _________ are complaints that are expressed without the expectation that the problem will be solved.
135. During a service recovery effort, the employee was very empathetic to the customer’s plight and agreed to replace the defective product. However, it took three months for the replacement product to show up which was much later than the customer had anticipated. As a result, the recovery effort violated the customer’s ___________ justice need.
136. Perception of Performance- Expectation gives us
137. Which of the following stores has a narrow product line and deep assortment?
138. Companies manufacturing the products that offer the same service falls under which of the following types of competitions?
139. While developing customer loyalty programmes, database is often not helpful in
140. Match the following:
List-I (Decision Models)
List-II (Elements)
a. Brandaid
1. A flexible marketing mix focussed on consumer packaged goods.
b. Call Plan
2. A model for designing sales and service territories equalise sales workloads, each territory consists of adjacent areas and the territories are compact.
c. Retailer
3. A model to help sales persons to determine the number of calls to make per period to each prospect and current client.
d. Geoline
4. A model to help sales persons determine which customers to call on and which product to represent on each call.
5. A model to help an advertiser to select the best media for a year
List-I (Decision Models) | List-II (Elements) |
a. Brandaid | 1. A flexible marketing mix focussed on consumer packaged goods. |
b. Call Plan | 2. A model for designing sales and service territories equalise sales workloads, each territory consists of adjacent areas and the territories are compact. |
c. Retailer | 3. A model to help sales persons to determine the number of calls to make per period to each prospect and current client. |
d. Geoline | 4. A model to help sales persons determine which customers to call on and which product to represent on each call. |
5. A model to help an advertiser to select the best media for a year |
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