The overall goal of a customer participation strategy is to:

Related MCQs

• If a firm is practicing …………… the firm is training and effectively motivating its customer-contract employees and all of the supporting service people to work as a team to provide customer satisfaction
• ………….. is the tool for simultaneously depicting the service process, the point of customer contract and the evidence of the service from the customer point of view
• Successfulservice companies focus their attention on both their customer and their employees. They understand ……………, which links service firm profits with employee and customer satisfaction.
• At customer service interface, company intends to manage a relationship with a customer through
• ………………..is a tool for simultaneously depicting the service process, the points of customer contact, and the evidence of service from the customer’s point of
• In which of the following service situations would customers have the highest level of participation?
• __________ is an overall favourable impression or unfavourable impression based on the early stages of the service encounter.
• To introduce the new products to world of consumers is the main goal of ……………
• Customer satisfaction can be defined by comparing
• ……………. Is based on the idea that customer expectations of the service they will receive shape their perception of the actual service encounter.