After reading Chapter Five, answer the following questions:
- What are the two types of interactive activities that an organization can use to improve upward communications? Provide an example of each type.
- Describe the form of service research known as mystery shopping and discuss its potential benefits to service organizations.
After reading Chapter Six, answer the following questions:
- What are four customer goals for organizations that engage in relationship marketing?
- Discuss the challenges that companies face when ending customer relationships.