Which of the following involves analyzing very specific customer complaints?
A) SERVQUAL
B) total quality management (TQM)
C) gap analysis
D) the critical incident technique
E) servicescape
D
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Which of the following statements about preferred provider organizations (PPOs) is NOT correct?
A) A PPO is a group of health care providers, such as doctors, hospitals, and ambulatory health care organizations, that contracts with a group to provide their services. B) Employers, insurance companies, and other health insurance benefit providers are typical groups that contract with PPOs. C) PPO members select from among preferred providers for needed services. D) PPOs operate on a prepaid basis.
Which of the following consumers creates the most ideal form of buzz marketing for Guess jeans?
A) Vanessa truly likes Guess jeans and tells others about how nice they are. B) Trinity likes Guess jeans, which allowed Guess' marketers to sponsor her to tell others about the brand. C) Guess has created a blog about Guess jeans and invites consumers to participate and offer their opinions, good and bad. D) Guess has one of its employees pose as a customer on her personal blog telling others about how great the jeans are.