Questions from Service Marketing


Q: What is the relationship among organizational culture, climate for service,

What is the relationship among organizational culture, climate for service, and leadership?

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Q: Why are service personnel so important for service firms?

Why are service personnel so important for service firms?

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Q: What is emotional labor? Explain the ways in which it may

What is emotional labor? Explain the ways in which it may cause stress for employees in specific jobs. Illustrate with suitable examples.

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Q: What are the key barriers for firms to break the Cycle of

What are the key barriers for firms to break the Cycle of Failure and move into the Cycle of Success? How should an organization trapped in the Cycle of Mediocrity proceed?

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Q: What are the three broad target audiences of service communications?

What are the three broad target audiences of service communications?

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Q: List five ways in which investment in hiring and selection, training

List five ways in which investment in hiring and selection, training, and ongoing motivation of employees will have a positive impact on customer satisfaction for organizations such as (a) A restauran...

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Q: Why are loyalty programs often important for a customer loyalty strategy?

Why are loyalty programs often important for a customer loyalty strategy?

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Q: What is the role of CRM in delivering a customer relationship strategy

What is the role of CRM in delivering a customer relationship strategy?

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Q: Why benefits are related to the core service (e.g

Why benefits are related to the core service (e.g., customization, transaction convenience, and service priority) generally more effective in building loyalty than rewards that are unrelated to the co...

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Q: What is the role of churn management in an effective loyalty strategy

What is the role of churn management in an effective loyalty strategy, and what tools can be used to understand and reduce customer churn?

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