Channel Management Is Concerned Mainly with

question 39

Multiple Choice

Channel management is concerned mainly with

• A) Providing for the physical availability of products.
• B) Planning and overseeing the firm's logistics activities.
• C) The entire process of setting up and operating the contactual organization.
• D) Developing the firm's overall strategic marketing program.
• E) Operating the firm's entire marketing mix.

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Definitions:

Knowledge Gap

A type of service gap; reflects the difference between customers’ expectations and the firm’s perception of those expectations.

Service Standards

Benchmarks for the quality of customer service that organizations aim to meet or exceed in their operations.

Communications Gap

A discrepancy that arises when the message intended by the sender differs significantly from what is understood by the receiver.

Customer Expectations

Refers to the set of beliefs or standards that consumers have regarding products, services, or brand experiences.