1. Which statement is NOT true about customer satisfaction

Select one:

a. customer satisfaction comes not just from service heroics, but from how well a company delivers on its basic value proposition.

b. the purpose of marketing is to generate customer value profitably.

c. a company can always increase customer satisfaction by lowering its prices or increasing its services. But this may result in lower profits

d. a company must have over the top service to create customer delight.

2.

Which is true about Customer Satisfaction?

Select one:

a. delighted customers make repeat purchases but also become willing marketing partners

b. delighted customers become customer evangelists who spread the word about their good experiences to others.

c. all of these are true

d. higher levels of customer satisfaction lead to greater customer loyalty, which in turn results in better company performance.

3. In the hospitality industry, the intangible products, including customer service and experiences, are more important than the tangible products.

Select one:

True

False