Question: Chapter 4 1. Explain market segmentation. 2. Define culture and give two examples of culture in the workplace. 3. Explain the difference between high-touch and

Chapter 4 1. Explain market segmentation. 2. Define culture and give two examples of culture in the workplace. 3. Explain the difference between high-touch and low-touch environments. 4. What variables should be considered when developing a customer service strategy? 5. Look for examples of infrastructure in your own organization. 6. Contrast the potential success of a strategy that is developed according to the guidelines for creating a strategy and one that is not. 7. Identify some customer service market segments that you are in. 8. Give examples of situations where high-touch and low-touch environments are appropriate. 9. What role do customers' expectations play in the establishment of customer service strategy? 10. Examine the culture of your own workplace

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