A)
customer divestment
B)
partner relationship management
C)
customer relationship management
D)
customer-managed relationships
E)
the societal marketing concept
Page Ref: 34
AACSB:
Skill: Concept
Objective: 1-4
Difficulty: Easy
38.
________ is determined by a customer's evaluation of the benefits and costs of a market offering relative to those of competing offers.
A)
Customer-perceived value
B)
Customer-managed relationship
C)
Customer lifetime value
D)
Share of customer
E)
Brand value proposition
Page Ref: 35
AACSB:
Skill: Concept
Objective: 1-4
Difficulty: Easy
39.
It is most accurate to say that when customers purchase products they act on ________ as they judge values and costs.
A)
perceived value
B)
objective value
C)
customer lifetime value
D)
society's interests
E)
company image
Page Ref: 35
AACSB:
Skill: Concept
Objective: 1-4
Difficulty: Easy
40.
The primary key to delivering customer satisfaction is to match product performance with ________.
A)
customer expectations
B)
the competitor products' performance
C)
competitive prices
D)
aggressive advertising
E)
limited customer services
Page Ref: 35
AACSB:
Skill: Concept
Objective: 1-4
Difficulty: Easy
41.
Which of the following terms refer to customers who make repeat purchases and tell others about their positive experiences with a product or service?