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1. Progressive Insurance examined insurance from the customers' viewpoint and saw how difficult it was to get an auto claim processed and paid by insurance companies. Then the company crafted its service strategy around solving that problem. The company now has fleets of claim adjustors on the road every day, ready to rush to the scene of an accident in their territory and provide fast claims processing-sometimes on the spot. Progressive Insurance relies on _____ service standards.
A. Company-defined B. Competitor-focused C. Customer-defined D. Cost-focused E. Service provider-defined 2. One of the Four Seasons Hotel's customer-defined standards is "staff will speak to guests in an attentive, natural, and courteous manner. This is an example of a(n) ________ customer-defined standard.
A. Responsive B. Intangible C. Informal D. Measurable E. Soft 3. Which of the following is an example of a specific behavior or action that defines the performance expected by customers?
A. Cost estimate is price customer pays B. Fixes the product right the first time C. Delivers the product on the promised date D. Greets customers within 5 minutes of entering the store E. All of the above
The essay about critical thinking and its importance.
Create a system to manage the overall process
Analyze the ways in which managers could use the Federal Register to determine the single most significant challenge associated with its use, and how managers could address that challenge.
Global pricing is one of the most critical and complex issues that global firm face. Price is the only marketing mix instrument that creates revenues. All other elements entail costs. Thus, a company's global pricing policy may make or break its o..
This report describes about the importance of development of monitoring system in distribution. This is crucial from the perspective of collection and storage of significant data to generate meaningful information which leads to sound decision making..
One of the executives of Ford has been saying that: "Risk management is a costly technique that has limited benefits." Discuss. Demonstrate how utility functions could affect decision making process regarding risk of Ford
Identify the competitive advantages of some market leaders such as McDonald's, Nike and Sony? Are these countries specific or company specific advantages
Perform an essay on the ELA Constitution of 4 pages, double space. The theme of this lesson in the Constitution of the Commonwealth requires critical reflection on its content and implications.
The management of risk approach consists of the risk management policy, process guide, plan and risk register. Explain the main risk management concepts that need to be considered in establishing these documents.
Banks find it more profitable to lend money as the margin on lending is much higher than any other banking activity. However, banks have to assess credits risks and take necessary measures to reduce and mitigate their risks. After explaining ho..
Excursion, Purchase Excursion, Advance Purchase Excursion, Instant Purchase Excursion, Super Apex, IATA code, Affinity Group, Common Interest, Incentive Group, Non Affinity group
According to expectancy theory, Elias could improve employee performance by setting more ambitious performance standards that exceed the ability of most employees to attain them
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