Planning a Service Strategy to Create Customer Perceptions of the Service

question 15

Multiple Choice

Planning a service strategy to create customer perceptions of the service offering to the targeted customer is referred to as

• A)share of mind.
• B)positioning.
• C)market segmentation.
• D)market fragmentation.
• E)market splintering.

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Definitions:

Stroke

In psychology, a metaphorical term for a unit of interpersonal recognition or validation.

Negative Metacommunication

Communication that implicitly or explicitly transmits a negative message about the communication process itself, potentially undermining the content or relationship between the communicators.

Kinesic Messages

Nonverbal communication cues expressed through body language, such as gestures, facial expressions, and posture.

Organizational Subunits

Organizational subunits are divisions or smaller sections within an organization, each focusing on specific functions or tasks, contributing to the overall objectives.