Question

Q1. Generating primary demand is the major objective in which stage of the product life cycle?

	A.	Decline
	B.	Mature
	C.	Growth
	D.	Introduction

Q2. True or False? Loyalty rather than satisfaction is the key end state for marketers and organizations to achieve with customers.

True

False

Q3. True or False? A key variable in the value equation is the service delivery cost.

True

False

Q4. “Moments of truth” have often been referred to at:

	A.	points when clinician must be honest about the patient diagnosis.
	B.	points in service delivery that the customer evaluates the real price/value relationship.
	C.	most critical points in the service delivery process.
	D.	points when customer directly interacts with the service.

Q5. True or False? The “service recovery paradox” shows it is good for a company to have service failure.

True

False

Answer 1

ANSWERS :

1. The answer is B Mature

2. The answer is True. Loyalty rather than satisfaction is the key end state for marketers and organizations to achieve with customers