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Author Question: A firm focusing more on how to provide value to customers than on the physical product or production ... (Read 148 times)

notis

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on: Jun 28, 2018
A firm focusing more on how to provide value to customers than on the physical product or production process is embracing a(n) ____ orientation.
 a. marketing
  b. quality
  c. external
  d. value

Question 2

Newport Country Club has a few unhappy members. They were not treated well at their last dinner at the club. What can Newport Country Club do to prevent these members from leaving the club for another club or quitting the country club lifestyle altogether?


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xiazhe

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Reply #1 on: Jun 28, 2018
Answer to Question 1

A

Answer to Question 2

Research shows that when customers are unhappy, the best method of keeping the customer is through an empowered frontline employee. Newport Country Club should ensure that its wait staff is courteous and on time. Management should immediately address the problem and empathize with the members. It also would be good for them to offer the affected members a free meal or other perk for their troubles.


notis

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Reply 2 on: Jun 28, 2018
Excellent

Bigfoot1984

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Reply 3 on: Yesterday
Thanks for the timely response, appreciate it

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