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Questions and Answers
What is NOT a dimension of service quality?
What is NOT a dimension of service quality?
- Flexibility (correct)
- Reliability
- Assurance
- Responsiveness
Which aspect does NOT directly relate to managing customer communications?
Which aspect does NOT directly relate to managing customer communications?
- Improving product reliability (correct)
- Timely response to inquiries
- Consistent brand messaging
- Personalization of messages
What role does CRM play in business strategy?
What role does CRM play in business strategy?
- Increases production efficiency
- Eliminates the need for market research
- Facilitates better customer relationship management (correct)
- Reduces the importance of customer feedback
Which of the following is a characteristic of functional service quality?
Which of the following is a characteristic of functional service quality?
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Which strategy is essential for improving service quality in a CRM context?
Which strategy is essential for improving service quality in a CRM context?
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