The Key Drivers of Service Quality,customer Retention and Profits Include

question 53

Multiple Choice

The key drivers of service quality,customer retention and profits include:

• A) The servicescape and internal marketing
• B) The five dimensions of service quality and service encounters
• C) External marketing communications and employee training
• D) Public relations and direct marketing
• E) All of the above

Know how learning is demonstrated through behavioral changes.

Understand observational learning and its relation to cognitive processes.

Understand the guidelines for interpreting and analyzing graphics.

Comprehend the principles of graphic design and their application.

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Definitions:

Controlling

The management function aimed at ensuring goals are met through monitoring performance, comparing it with objectives, and taking corrective action as necessary.

Planning

The process of formulating detailed strategies and actions to achieve specific goals and objectives.

Measuring Work Performance

The process of assessing the efficiency and effectiveness of an employee's job performance.

Corrective Action

Steps taken to rectify a problem or defect to prevent recurrence and ensure improvement.