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Chapter5 creating customer value, satisfaction, and loyalty sept23

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This document contains 10 multiple choice questions about key concepts from chapter 5 on creating customer value, satisfaction, and loyalty. The questions cover topics like total customer cost, customer perceived value, measuring customer satisfaction, customer loyalty, and examples of companies that exemplify these concepts.

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TOP 10 Learning Questions for Chapter 5 Creating Customer Value, Satisfaction, and Loyalty Situmorang September 23, 20101 www.berlysitumorang.blogspot.com
1. The perceived bundle of costs customers expect to incur in evaluating, obtaining, using, and disposing of the given market offering, including monetary, time, energy, and psychic costs is called the________. ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com
Total Customer Cost ,[object Object],Psychological cost Energy cost Time cost Monetary cost Total customer cost www.berlysitumorang.blogspot.com
1. The perceived bundle of costs customers expect to incur in evaluating, obtaining, using, and disposing of the given market offering, including monetary, time, energy, and psychic costs is called the________. ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com
2. Customer perceived value is the difference between the prospective customer’s evaluation of all the _______and all the ______ of an offering and the perceived alternatives ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com
Determinants of Customer Perceived Value Psychological cost Energy cost Time cost Monetary cost Total customer cost Image benefit Personal benefit Services benefit Product benefit Total customer benefit www.berlysitumorang.blogspot.com
2. Customer perceived value is the difference between the prospective customer’s evaluation of all the _______and all the ______ of an offering and the perceived alternatives ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com
3. Total customer satisfaction is measured based on the relationship of _______ ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com
Total Cusomer Satisfaction ,[object Object],www.berlysitumorang.blogspot.com
3. Total customer satisfaction is measured based on the relationship of _______ ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com
4. All of the following are measuring satisfaction, except : ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com
Measuring Satisfaction Periodic Surveys Customer Loss Rate Mystery Shoppers Monitor Competitive Performance www.berlysitumorang.blogspot.com
4. All of the following are measuring satisfaction, except : ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com
5. Which of the following is False? ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com
Steps in a Customer Value Analysis ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com
5. Which of the following is False? ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com
6. Which is True ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com
Maximizing Customer Lifetime Value ,[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com
6. Which is True ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com
7. Pal vs. Cebu is an example of ______ ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com
Customer Perceived value ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com
7. Pal vs. Cebu is an example of ______ ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com
8. The following are examples of Customer Loyalty ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com
Top Brands in Customer Loyalty ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com
8. The following are examples of Customer Loyalty ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com
9. Example for Customer Satisfaction ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com
Customer Satisfaction ,[object Object],www.berlysitumorang.blogspot.com
9. Example for Customer Satisfaction ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com
10. Which is not an example of Customer Base is high value to company ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com
Customer Base ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com
10. Which is not an example of Customer Base is high value to company ,[object Object],[object Object],[object Object],[object Object],[object Object],www.berlysitumorang.blogspot.com
TOP 10 Learning Questions for Chapter 5 Creating Customer Value, Satisfaction, and Loyalty Situmorang September 23, 2010 www.berlysitumorang.blogspot.com

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Chapter5 creating customer value, satisfaction, and loyalty sept23

  • 1. TOP 10 Learning Questions for Chapter 5 Creating Customer Value, Satisfaction, and Loyalty Situmorang September 23, 20101 www.berlysitumorang.blogspot.com
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  • 6. Determinants of Customer Perceived Value Psychological cost Energy cost Time cost Monetary cost Total customer cost Image benefit Personal benefit Services benefit Product benefit Total customer benefit www.berlysitumorang.blogspot.com
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  • 12. Measuring Satisfaction Periodic Surveys Customer Loss Rate Mystery Shoppers Monitor Competitive Performance www.berlysitumorang.blogspot.com
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  • 32. TOP 10 Learning Questions for Chapter 5 Creating Customer Value, Satisfaction, and Loyalty Situmorang September 23, 2010 www.berlysitumorang.blogspot.com