Efficient Customer Satisfaction Measurement Schemes Should Try to Identify

question 77

Multiple Choice

Efficient customer satisfaction measurement schemes should try to identify:

• A)the customer's importance and the firm's performance of key quality characteristics.
• B)inconsistencies in satisfaction responses of the target customer group.
• C)the firm's performance of key quality characteristics but not the customer's importance.
• D)key customer groups that provide the major revenue to the business.

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Definitions:

Franchisor

A business entity that grants the right to an individual or group to carry out commercial activities using its branding, system, and intellectual property in exchange for a fee and adherence to agreed specifications.

Corporate Brand

The collective identity, values, and personality of a company as perceived by the public, employees, and stakeholders.

Franchises

Licensing arrangements whereby an individual or company can use a firm's business model and brand for a prescribed period.

Salaried Manager

A manager who is compensated with a fixed salary rather than an hourly wage.