Value and Customer Satisfaction
About the Lecture
The lecture Value and Customer Satisfaction by IT Training Zone is from the course ITIL® Service Strategy. It contains the following chapters:
- Value Characteristics
- Marketing Mindset
- Value Capture
- The Kano Model
- Summary
Included Quiz Questions
Which of these statements about value is TRUE?
- Value is defined by customers
- Value is defined by the service provider
- Value is the same as service cost
- Value does not change over time
What must services be linked to in order to truly understand value?
- Customer outcomes
- Costs
- Service provider strategy
- Competitors
Which of these factors can influence customer perception of a service? 1) Service attributes 2) Customer’s prior experience 3) Customer’s self-image
- All of the above
- 1 and 2 only
- 2 and 3 only
- 1 only
What concept can be used to help organisations understand the relationship between costs and value?
- Value chain
- Service value
- Kano model
- Utility and warranty
Service providers need to retain a portion of the value they create. This allows them to improve services and innovate. What’s the term for this?
- Value capture
- Value add
- Value realised
- Value definition
What are the characteristics of a service that provide form and function from a utilisation perspective?
- Attributes
- Value
- Utility
- Assets
Which type of service attribute is expected, and results in high customer satisfaction even when only a fraction of customer needs are met?
- Basic
- Excitement
- Performance
- Indifferent
Which type of service attribute might a service provider focus on or increase to attract customers to an under-performing service?
- Excitement
- Basic
- Performance
- Reversed
Author of lecture Value and Customer Satisfaction
IT Training Zone
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