Activity SERVICES MARKETING

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choose the right answer
1/In an effort to create a more customer-focused organization, Booker Company could use which of the following methods to change its culture through systems?

A/LESS THAN 50%

b. About 60%

C. BETWEEN 70% AND 75%

D. AS MUCH AS 95%

2/In an effort to create a more customer-focused organization, Booker Company could use which of the following methods to change its culture through systems?

A. UTILIZE THE MARKETING DEPARTMENT AS A CHANGE AGENT.

b. Develop training programs inside the service firm.

c. Restructure the firm around the servuction system model.

d. Give bonuses to managers at all levels based on the firm’s customer satisfaction scores.

3/By placing suggestion boxes in its company break rooms. Buckeye Company is using which technique to better understand its culture?

a. Observation

b. Service audit

c. Indirect questioning

d. Cultural framework

4/Each department in the firm is driven by which type of logic (implicit and explicit principles that drive organizational performance)?

a. Internal logic

b. Operations logic

c. Marketing logic

d. Human resources logic

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