Influences on lifetime-relationship value of a customer

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Assignment:

A. Discuss some influences on the lifetime or relationship value of a customer? What are three types of customer relationships that may not be beneficial to the firm?

B. A theater that was once very popular is having decreased attendance at its movies even though its owner is providing his audience with the kind of movies they have enjoyed in the past. He is thinking about offering a program where customers earn free snacks with the purchase of a set number of tickets. Why might it be inappropriate for a movie theater to implement a financial rewards loyalty program?

C. Imagine you have been hired to work an internship in a resort hotel in Hilton Head, South Carolina, for the summer. The manager learns you have had this service marketing class. In talking with you, she states that she feels the hotel is not always providing satisfactory service and may be performing in some areas below customer expectations. She stops talking and looks at you. Remember your future career may be riding on your answer. What do you tell her?

Reference no: EM133319356

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