Chapter 14: Customer Satisfaction Flashcards
A social network is another name for a viral market:
True Or False
False
The amount of word of mouth taking place in the marketplace is known as _____.
buzz.
Warranties and guarantees can be utilized to:
decrease postpurchase dissonance.
Accelerator programs can be more effective if customers can track their progress.
True Or False?
True
Customer empowerment influences the performance of a company.
True or False
True
Marketers address postpurchase dissonance by providing their customers with reassuring communication.
True or False?
True
Over use of permission marketing has lead to the creation of dump accounts.
True or False?
True
_____ limit the amount and type of information a company can collect about a consumer.
Privacy Laws
Marketers utilize promotional tools to create buzz about their products.
True or False?
True
The _____ requires certain institutions to provide written notices of their privacy policies.
Gramm-Leach-Bliley Act
A(n) _____ is a communication medium for communities.
Social Networking Sites
In the marketing sense, a community is a social group that centers its attention on a particular brand or product category.
True or False?
True
_____ is the feeling that results when an offering meets a consumer’s expectations.
Customer Satisfaction
The spreader effect results in:
buyers being more likely to try related products offered by the marketer.
Some communities are organized by companies.
True or False?
True
