Purdue University Global Customer Satisfaction Questions

I’m working on a marketing question and need an explanation and answer to help me learn.

Question 1

The topic of customer satisfaction falls in a large body of theory and researching in marketing known as?

• Network and Connection Theory
• RelationshipMarketing
• Theory of Transactionals
• Hofstede’s theory of satisfaction

Question 2

Relationship Marketing has as its founding concept the following important concept for marketing?

• Cost-benefit analysis
• Transactional analysis
• Network Theory
• Exchange of Value

Question 3

Do you agree that in relationship Marketing, losing money on individual transactions is acceptable?

• Yes, that is the perspective
• No, I disagree

Question 4

In satisfaction theory, the term “repeat customer” and “committed customer” are the same and can be used interchangeably?

• Yes, I agree
• No, I disagree

Question 5

Quick-on-the-feet, short-term thinking is a characteristic of relationship marketing. Do you Agree?

• Yes, I agree
• No, I disagree

Question 6

Customer churn and profitability are closely connected.

• True, reducing customer churn can have a significant impact on profitability
• Not really- they are not connected

Question 7

An online firm has 30,000 customers. It loses 1,500 of them each year so that 1,500 new customers have to be acquired each year just to maintain that figure (let-alone-grow). What is its churn rate?

• 0%
• 5%
• 15%
• 25%

Question 8

Of the 5 possible actions a dissatisfied customer may take, which of the following is the best option for the firm?

• Quits your brand
• Complaints to agencies
• Complaints to the firm
• Takes legal action
• Engages in negative word of mouth

Question 9

Which of the following best represents consumer motives?

• The “what”
• The “who”
• The “why”
• The “how”

Question 10

Brand Personality is really a tangible manifestation of?

• Brand Strength
• Brand Image
• Brand Attitude
• Brand Equity