Chapter 14
All of the activities a firm engages in to satisfy the needs and wants of its customers
Customer Service
When companies meet the needs and expectations customers have for their goods or services, they have achieved this
customer satisfaction
The name, term, symbol, design, or any combination of these that a firm uses to identify and differentiate its products
Brand
The strategy to recapture lost sources of brand equity and identify and establish new sources of brand equity is referred to as
brand revitalization
An organization's obligation to maximize its positive impact and minimize its negative impact on society is referred to as
corporate social responsibility
The ability of a company to deliver a good or service by the time the customer expects to have it available for sale or consumption
Timeliness
When a business allows employees to make decisions about how service is provided to customers it is practicing ____.
Empowerment
The degree to which customers can identify the brand under a variety of circumstances is referred to as brand _____.
recognition
A strategy in which two or more companies issue a single product in an effort to capitalize on the equity of each company's brand is called
co-branding
A commitment to adopting a lifestyle that meets the needs of the present without compromising the ability of future generations to meet their own needs is referred to as _____
sustainability
The total amount of time companies use to take a customer order and deliver goods to a customer
Order Cylce
A measure of customer service effectiveness that focuses on trends in repeat buying from current customers
Customer loyalty
The value the firm derives from consumers' positive perception of its products is called
brand equity
The activities of designing and producing the container for a product are referred to as
packaging
Which environmental marketing strategy involves identifying environmentally friendly practices that also have the effect of creating cost savings and driving efficiencies throughout the organization?
eco-efficiency
The customer service objective that involves ensuring customers can depend on receiving a good or service within a stated lead time and that there will be no problems with the order
Reliability
Measures the customer's service experience with the company
post-incident surveys
The process of broadening the use of an organization's current brand to include new products is called
brand extension
The term that your text uses for a brand marketed under the same name in multiple countries is
global brand
Which environmental marketing strategy involves showing customers that the company does more than the competition to implement an environmental strategy?
beyond compliance leadership
One of the factors of customer service - The amount of effort required on the part of a customer when dealing with a firm.
Ease of doing business
The measure of the quantity of purchase dollars each customer spends on the company's products is referred to as share of ____.
Customer
When new products take sales away from the firm's existing products rather than generating additional revenues
Cannibalization
Products developed by a retailer and sold only by that specific retailer are known as _____
private label brands
A group of sustainability-oriented customers and the businesses that serve them are referred to as the ____.
green market