The value delivered by the firm to a specific, targeted customer ...

[LCritchfi]

The value delivered by the firm to a specific, targeted customer segment is known as a(n) ________.
 a. value proposition
  b. artificial intelligence
  c. marketing schema
  d. customer acquisition

Question 2

The text asserts that being able to deliver exceptional customer service can produce a sustainable competitive advantage. Discuss whether you agree or disagree with this statement, providing as much support as possible for your position.

[ynlevi]

Answer to Question 1

a

Answer to Question 2

The basis for this statement is repeated a number of times throughout the chapter. Good customer service is hard to do. It takes a long time, a lot of effort and significant resources to develop a good customer service program. These factors all make it difficult for competitors to play catch up. The advantage is real and, if firms continue to work on service, sustainable.

[LCritchfi]

Thank you

[ynlevi]

No problemo