The customer gap - Study guides, Class notes & Summaries

Service - any intangible offering that involves a deed, performance, or effort that cannot be physically possessed: intangible customer benefits that are produced by people or machines and cannot be separated from the producer Customer Service - specifically refers to the human or mechanical activities firms undertake to help satisfy their customers' needs and wants Intangible - a characteristic of a service; it cannot be touched, tasted, or seen like a pure product can Inseparable - a...

BUAD 331 - Exam 3Define order cycle time. A. The total cost of ownership combined with the customer value of a product B. The total elapsed time from when the customer first recognizes need to when that need is ultimately fulfilled C. The total elapsed time from when the customer first orders the product to when that product is shipped to them D. None of the above - correct answer The total elapsed time from when the customer first recognizes need to when that need is ultimately fulf...

T/F Services can often be separated from the producer - False T/F People are now demanding more specialized products and services - True The service product continuum - Ranges from service dominant (a laawyer) to product dominant (grocery store) Factors differentiating services from products - Services are intangible, heterogeneous, inseparable, and perishable Intangibility of services - Marketers must use atmosphere and images to invoke the feeling in the customer and reinforce the ...

You are the security subject matter expert (SME) for an organization considering a transition from the legacy environment into a hosted cloud provider 's data center. One of the challenges you 're facing is whether the cloud provider will be able to comply with the existing legislative and contractual frameworks your organization is required to follow. This is a _________ issue. a. Resiliency b. Privacy c. Performance d. Regulatory D 76. You are the security subject matter expert (SME) ...

MNO3701 ASSESSMENT 2 SEMESTER 2 2024 Which of the following apply to perception-expectation gaps in quality management? a The gap between the delivered quality and the way the service or product has been described to the customer. b The gap between the way quality has been speci ed and the delivered quality. c The gap between the service or product concept and the way the organisation has speci ed it. d e The gap between a customer's speci cation and the opera...

Customer Gap correct answers created when the customer realizes there is a difference between what they expected from a service and what they received this gap explains why "good service" is difficult to replicate -- "quality service" is subjective Provider Gaps correct answers provide insight into what decisions by the firm led to the customer gap 1 - The Listening Gap 2 - Service and Design Standards Gap 3 - Service Performance Gap 4 - The Communication Gap Managerial implic...

Services - Any intangible offering that involves a deed, performance, or effort that cannot be physically possessed. Intangible customer benefits that are produced by people or machines and cannot be separated from the producer. Customer Service - Specifically refers to the human or mechanical activities firms undertake to help satisfy their customers' wants and needs. Intangible - A characteristic of a service; it cannot be touched, tasted, or seen like a pure product can. Inseparab...

Which of the following is a firm effect that has an impact on the competitive advantage of a firm? A) The value and the cost position of the firm relative to its competitors B) The exit barriers within the industry in which the firm operates C) The intensity of rivalry among existing companies in the firm's chosen industry D) The number of companies operating in the industry in which the firm operates correct answers A A firm's business strategy will lead to a competitive advantage if i...

BUAD 331 Exam 3 Which of the following is not a technique for fulfilling customer orders? A. Supply cycle time B. Anticipate form, time, and place C. Full Postponement D. Make to stock, postpone time/place - correct answer A. Supply cycle time Define order cycle time. A. The total cost of ownership combined with the customer value of a product B. The total elapsed time from when the customer first recognizes need to when that need is ultimately fulfilled C. The total elapsed time from...

BUAD 331 Exam 3 Define order cycle time. The total cost of ownership combined with the customer value of a product The total elapsed time from when the customer first recognizes need to when that need is ultimately fulfilled The total elapsed time from when the customer first orders the product to when that product is shipped to them None of the above - correct answer The total elapsed time from when the customer first recognizes need to when that need is ultimately fulfilled Th...