_____ refers to the follow-up activities that a service firm might engage in after a customer transaction
a. Need recognition
b. Postpurchase communication
c. Collective bargaining
d. Sales prospecting
ANSWER: b
Postpurchase communication refers to the follow-up activities that a service firm might engage in after a customer transaction. Postcard surveys, telephone calls, and other types of follow-up show customers that their feedback matters.
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The purpose of strategic control is to ________
A) examine whether the planned results are being achieved B) examine where the company is making and losing money C) evaluate and improve the spending efficiency and impact of marketing expenditures D) examine whether the company is pursuing its best opportunities with respect to markets, products, and channels E) understand the efficiency of the sales force, advertising, sales promotion, and distribution
Reductions in process variance result in higher process capability
Indicate whether the statement is true or false.