Attempt all the questions

(A)Short Answer type Question:–

1. What do you mean by Customer Lifetime Value (CLV)? 

2. Discuss the factors responsible for development of customer expectations. 

3. What are the tools for customer value communication? 

4. Explain Customer Loyalty Grid. 

5. Explain the service recovery process. 

6. Distinguish between the following:- 

(a) Customer Perception and Customer Expectation.

(b) Purchase Involvement and Product Involvement.

7. Write short notes on:-

(a) Holistic Value Perception.

(b) Social Networking – As a marketing tool.

(B) Essay type Questions:-

8. Explain the customer Value communication Process. What is the need for customer value communication? 

9. ‘The principles and practices as applied to goods quality, are not sufficient for service Quality’. Elaborate and briefly explain the factors influencing service quality.