Questions from Service Marketing

Q: How do the various strategies described in the Wheel of Loyalty relate

How do the various strategies described in the Wheel of Loyalty relate to one another?

Q: How can a firm build a foundation for loyalty?

How can a firm build a foundation for loyalty?

Q: What is tiering of services? Explain why it is used.

What is tiering of services? Explain why it is used. What are its implications for firms and their customers?

Q: Identify some key measures that can be used to create customer bonds

Identify some key measures that can be used to create customer bonds and encourage long-term relationships with customers.

Q: Why is customer loyalty an important driver of profitability for service firms

Why is customer loyalty an important driver of profitability for service firms?

Q: What are the typical design elements of a service blueprint?

What are the typical design elements of a service blueprint?

Q: Why is targeting the ‘right customers’ so important for successful customer

Why is targeting the ‘right customers’ so important for successful customer relationship management?

Q: What would be an appropriate service recovery policy for a wrongly bounced

What would be an appropriate service recovery policy for a wrongly bounced check for (a) Your local savings bank, (b) A major national bank, and (c) A private bank for high net-worth individuals?...

Q: How generous should compensation be? Review the following incident and comment

How generous should compensation be? Review the following incident and comment. Then evaluate the available options, comment on each, select the one you recommend, and defend your decision. “The shri...

Q: Why should a service recovery strategy be proactive, planned, trained

Why should a service recovery strategy be proactive, planned, trained, and empowered?