The relationship between a company and its customers needs to be mutually rewarding and fulfilling. Which ofthe following is not the four R‘s of rewarding relationships?

Related MCQs

• A service organization can deliver quality service to its customers if it follows a systematic method in identifyingthecustomers‘ needs. Christopher Lovelock suggested that the various supplementary services offered acrossvarious industries can be grouped into eight categories. Which of the following is not one of these categories?
• Which level of investment in customer relationship building typified by the company like dell.com working continuously with their customers to discover ways to perform better?
• Service organizations often tend to ignore the feeling of customers when they are kept waiting. —The psychology of waiting lines“ is an article written by David Maister with various principles to provide more insights into ‘waiting‘ for both customers as well as service providers. Which of the following is not true about the principlesof waiting?
• Customers should be retained by a service business because retained customers (Choose the false statement)
• In the service system, customers may specify their needs and expectations to the service provider. Such specifications are called
• _____________ occurs when a company intentionally uses services as the stage, and goods as theprops, to engage individual customers in a way that creates a memorable event.
• When service is produced via a cooperative effort between customers and service providers, this isreferred to as:
• An imbalance between a consumer's actual and desired state in which recognition that a gap or problem needs resolving is called
• Which of the following should not be done with service customers when they are aggrieved with a service failure?
• Efforts to transform customers into partial employees should not be interpreted as the firm’sway of distancing itself from the customer. This is consistent with which of the followingguidelines for increasing customer participation: