Repeat

Question 1

Difference between service orientation and climate

Answer 1

Service orientation= what employee to in service. Link between customer and employee
Service climate= the culture. Employees’ shared sense of service quality. Do, say, think.

Question 2

Service climate level and strenght

Answer 2

Service climate level = the mean of the service climate is determined by survey on employee perceptions of service-focused practices and rewards
Strength of the service climate = the variance in employee perception of climate attributes

Question 3

DCO = dynamic creative optimization

Answer 3

Ad technology that creative personalized ads based on data about viewer and the moment of search

Question 4

Single view of customer

Answer 4

Gather and combine data so an overview of the customer can be made
Collect all customer data resources
Predict behaviour
Personalize marketing

Question 5

knowing, applying management strategies for customer engagement behavior which are linked to role theory

Answer 5

• Role motivation (Strategies to motivate people to engage, Encouragement benefits) -economic, meet personal needs, better status, social benefit, cognitive learning)
• Role clarity (socialization) - Written, Spoken, Visual
• Role ability (support, technology)- React and discuss, Community building, Search tools, Planning tools, Organize events, Social media

Question 6

IKIGAI

Answer 6

Secret to long and happy life is finding something that combines
	· What you love
	· What the world needs
	· What you can get paid for
        · What you are good at

Question 7

What are core skills of benefits of humans compared to machines, and vice versa

Answer 7

Machines are better at efficiency and humans at social skills and emotions.