Short answers about Service Marketing

After reading Chapter Five, answer the following questions:

Chapter 5 Slides.pptx 

  • What are the two types of interactive activities that an organization can use to improve upward communications? Provide an example of each type.
  • Describe the form of service research known as mystery shopping and discuss its potential benefits to service organizations.

After reading Chapter Six, answer the following questions:

Chapter 6 Slides.pptx 

  • What are four customer goals for organizations that engage in relationship marketing?
  • Discuss the challenges that companies face when ending customer relationships.