Customer Experience Management (CEM) Is

question 14

Multiple Choice

Customer experience management (CEM) is

• A) the integration of the service component of the marketing mix with efforts to influence consumer demand.
• B) the unique combination of benefits received by targeted buyers that include quality, convenience, on-time delivery, and both before-sale and after-sale service at a specific price.
• C) the process of managing the entire customer experience within the company.
• D) a cluster of benefits that an organization promises customers to satisfy their needs.
• E) the ability of logistics management to satisfy users in terms of time, dependability, communication, and convenience.

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Definitions:

Green Afterimage

A visual phenomenon where exposure to a green stimulus leads to the perception of a red afterimage when the stimulus is removed, due to the adaptation of photoreceptors.

Opponent-Process Theory

Opponent-Process Theory is a psychological and neurological model that explains how humans perceive colors as the result of complex processes involving opposing responses of color pairs.

Young-Helmholtz Theory

A theory of color vision proposing that the eye perceives colors through the response of three different kinds of cones, each sensitive to red, green, or blue light.

Opponent-Process Theory

A theory that suggests emotions are regulated by mechanisms that operate in opposing pairs, such as pleasure and pain or fear and relief.