Kirksand Airlines Is Well Known for Providing Excellent Customer Service

question 37

Multiple Choice

Kirksand Airlines is well known for providing excellent customer service to its flyers.The staff members inquire about each flyer's wants and needs,and listen carefully to their responses.If a flyer has any specific requests,the staff members ensure that they are immediately attended to.In this scenario,Kirksand Airlines illustrates _______________,which has been found successful in spurring on the growth of customer relationship management.

• A) personalization
• B) mass marketing
• C) loyalty
• D) technology

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Definitions:

Personality Characteristics

Enduring traits or qualities that describe an individual's typical behaviors and attitudes.

Activation Theory

A theory suggesting that effectiveness in activities and performance can be enhanced through the arousal or activation of the central nervous system.

Personality Traits

Enduring characteristics that describe an individual's behavior, such as extroversion, agreeableness, and conscientiousness.

Interactionist Approach

An approach suggesting that individuals’ attitudes and behavior are a function of both dispositions and the situation.