Customer ___ is an important driver of a service firm's ___ * a. satisfaction: value b. loyalty: profitability c. lifetime value: proposition 2. When customers are dissatisfied, they can ___ (1) complain to the firm, a third party or even take legal action (2) switch to another provider and/or spread negative word of mouth (3) take no action * a. all of 1, 2, and 3 statements b. none of the 1, 2, 3 statements c. only statement 1 and 2
Customer ___ is an important driver of a service firm's ___ * a. satisfaction: value b. loyalty: profitability c. lifetime value: proposition 2. When customers are dissatisfied, they can ___ (1) complain to the firm, a third party or even take legal action (2) switch to another provider and/or spread negative word of mouth (3) take no action * a. all of 1, 2, and 3 statements b. none of the 1, 2, 3 statements c. only statement 1 and 2
Principles Of Marketing
17th Edition
ISBN:9780134492513
Author:Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:Kotler, Philip, Armstrong, Gary (gary M.)
Chapter1: Marketing: Creating Customer Value And Engagement
Section: Chapter Questions
Problem 1.1DQ
Related questions
Question
Customer ___ is an important driver of a service firm's ___ *
a. satisfaction: value
b. loyalty: profitability
c. lifetime value: proposition
2. When customers are dissatisfied, they can ___ (1) complain to the firm, a third party or even take legal action (2) switch to another provider and/or spread negative word of mouth (3) take no action *
a. all of 1, 2, and 3 statements
b. none of the 1, 2, 3 statements
c. only statement 1 and 2
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