CH. 14 Customer Satisfaction and Customer Relationship Flashcards

1
Q

Experience - Expectations

Measures of how well products meet or exceed a customer’s expectations

A

Customer Satisfaction

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

Application tracks customer information.
- Contact information, demographics, lifestyle and psychographic data, etc.

A

Customer Relationship Management

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q
  • Expectations are dynamic
    what pleased a customer last time may no longer suffice.
    past performance is no guarantee for future success.
  • Expectations vary cross-culturally **
    *individualist cultures
    , satisfaction is heavily influenced by quality of reliability and service provider responsiveness.
    *collectivistic cultures
    , satisfaction is heavily influenced by the relational aspects of frontline employees.
A

Customer Expecations

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q
A
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

8

  • Performance
  • Features
  • Reliability
  • Durability
  • Conformance
  • Serviceability
  • Aesthethics
  • Perceived quality
A

8 types of quality

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

best assessed by measuring physicla products, statistical sampling of the output of processes.

Six Sigma: set of methodologies and tools used to improve business processes by reducing defects and errors, minimizing variation, and increasing quality and efficiency.
Goal: achieve a level of quality that is nearly perfect, with only 3.4 defects per million opportunities.

A

Performance

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

the “bells and whistles” of a good and service that complement its basic functioning.

A

Features

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

reflects the probability of a product malfunctioning or failing within a specified time period.

A

Reliability

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

a measure of product life that is defined as the amount of use one gets from a product before it deteriorates.

A

Durability

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

the degree to which a product’s design and operating characteristics meet established standards

A

Conformance

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

the speed, courtesy, competence, and ease of repair

A

Serviceability

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

how a product looks, feels, sounds, tastes, or smells

A

Aesthetics

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

customers’ conclusions are drawn from a product’s various tangible and intangible aspects.

A

Perceived Quality

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

Throughput time, bottleneck (determines cycle time), capacity

A

Process Flow

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q
A
How well did you know this?
1
Not at all
2
3
4
5
Perfectly