Description
TUTOR MARKED ASSIGNMENT
COURSE CODE : BRL-013
COURSE TITLE : CUSTOMER VALUE MANAGEMENT
ASSIGNMENT CODE : BRL-013/TMA/2024-2025
COVERAGE : ALL BLOCKS
Maximum Marks: 100
Attempt all the questions:
(A) Short Type Questions
Q.1 Discuss the factors influencing customer value generation. (10)
Q.2 Elaborate various determinants of the customer value expectations. Explain
those determinants with examples from your personal experiences.
(10)
Q.3 Discuss the stages of Perceptual Process in detail. (10)
Q.4 Explain the role of appropriate customer feedback process in customer value
generation process.
(10)
Q.5 Discuss the need and importance of customer value communication. (10)
Q.6 Is good service quality a cost or a revenue producer? Discuss with the help of
examples.
(10)
Q.7 Discuss the ways in which any retailer can retain their valuable customers. (10)
(B) Essay Type Questions
Q.8 Explain the service recovery process. What are the various service recovery
strategies? Explain.
(15)
Q.9 What is RFID? Explain the role of RFID in creating customer value? How is it
different from bar code?
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