_____________ occurs when a company intentionally uses services as the stage, and goods as the props, to engage individual customers in a way that creates a memorable event.
_____________ occurs when a company intentionally uses services as the stage, and goods as the props, to engage individual customers in a way that creates a memorable event.
In a services context, distribution embraces all of the following elements EXCEPT ___________.
In a services context, distribution embraces all of the following elements EXCEPT ___________.
The intangibility of services has implications for the choice of _________.
The intangibility of services has implications for the choice of _________.
A firm's reaction to a customer complaint that results in customer satisfaction and goodwill is called a:
A firm's reaction to a customer complaint that results in customer satisfaction and goodwill is called a:
Service failures involving problematic customer include _________.
Service failures involving problematic customer include _________.
____________ is a tool for simultaneously depicting the service process, the points of customer contact and the evidence of service from the customers point of view.
____________ is a tool for simultaneously depicting the service process, the points of customer contact and the evidence of service from the customers point of view.
The difference between desired service and the level of service considered adequate is known as.
The difference between desired service and the level of service considered adequate is known as.
Which of the following statements pertaining to the SERVQUAL scale is correct?
Which of the following statements pertaining to the SERVQUAL scale is correct?
Attributes where consumers can evaluate only during or after the consumption process is known as
Attributes where consumers can evaluate only during or after the consumption process is known as
SSTS refers to __________.
SSTS refers to __________.
The collection of strategies and tactics firms use to scientifically manage demand for their products and services is known as
The collection of strategies and tactics firms use to scientifically manage demand for their products and services is known as
What are the five principle dimensions to judge service quality?
What are the five principle dimensions to judge service quality?
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__________ are the only service distributors which o not require direct human interactions.
__________ are the only service distributors which o not require direct human interactions.
Which of the following is not one the five dimensions that is measured by the SERVQUAL SCALE?
Which of the following is not one the five dimensions that is measured by the SERVQUAL SCALE?
__________cost refers to the product’s purchase cost plus the discounted cost of maintenance and repair less the discounted salvage value.
__________cost refers to the product’s purchase cost plus the discounted cost of maintenance and repair less the discounted salvage value.
Successful service companies focus their attention on both their customers and their employees. They understand ___________, which links service firm profits with employee and customer satisfaction.
Successful service companies focus their attention on both their customers and their employees. They understand ___________, which links service firm profits with employee and customer satisfaction.
The SERVQUAL dimension that measures consumer views that reflect the security of the firm's operations is the ________ dimension.
The SERVQUAL dimension that measures consumer views that reflect the security of the firm's operations is the ________ dimension.
Which of the following is not an element of people?
Which of the following is not an element of people?
_________ are complaints that are expressed without the expectation that the problem will be solved.
_________ are complaints that are expressed without the expectation that the problem will be solved.
Research has shown that younger and higher income customers are more likely to use __________ channels.
Research has shown that younger and higher income customers are more likely to use __________ channels.
Compared with low-contact services, customers of high-contact services are more likely to judge service quality on the basis of:
Compared with low-contact services, customers of high-contact services are more likely to judge service quality on the basis of:
Which of the following is not an element of physical evidence?
Which of the following is not an element of physical evidence?
__________ is the physical surroundings or the physical facility where the service is produced, delivered and consumed.
__________ is the physical surroundings or the physical facility where the service is produced, delivered and consumed.
In the absence of a physical product, service providers need to consider the use of __________ that enable customers to make a judgment on the service quality.
In the absence of a physical product, service providers need to consider the use of __________ that enable customers to make a judgment on the service quality.
Which is a type of auction?
Which is a type of auction?
The moments of interaction between the customer and the service firm are called:
The moments of interaction between the customer and the service firm are called:
__________ has become a popular way to expand delivery of an effective service concept to multiple sites without the level of investment capital that would be otherwise needed.
__________ has become a popular way to expand delivery of an effective service concept to multiple sites without the level of investment capital that would be otherwise needed.
Consumer complaints tend to be:
Consumer complaints tend to be:
Services that do not meet customer expectations are called:
Services that do not meet customer expectations are called:
Top firms audit service performance by collecting _________ measurements to probe customer satisfiers and dissatisfies.
Top firms audit service performance by collecting _________ measurements to probe customer satisfiers and dissatisfies.
According to Parasuraman, Zeithaml & Berry, the most important determinant of service quality is:
According to Parasuraman, Zeithaml & Berry, the most important determinant of service quality is:
_________ is an attitude formed by a long-term, overall evaluation of a firm's performance.
_________ is an attitude formed by a long-term, overall evaluation of a firm's performance.
The element of service quality which is defined as 'the knowledge and courtesy of employees and their ability to convey trust and confidence'
The element of service quality which is defined as 'the knowledge and courtesy of employees and their ability to convey trust and confidence'
__________describes the employee’s skills in serving the client.
__________describes the employee’s skills in serving the client.
During a service recovery effort, the employee was very empathetic to the customer’s plight and agreed to replace the defective product. However, it took three months for the replacement product to show up which was much later than the customer had anticipated. As a result, the recovery effort violated the customer’s ___________ justice need.
During a service recovery effort, the employee was very empathetic to the customer’s plight and agreed to replace the defective product. However, it took three months for the replacement product to show up which was much later than the customer had anticipated. As a result, the recovery effort violated the customer’s ___________ justice need.
The extended marketing mix for services includes: People, Processes and _________.
The extended marketing mix for services includes: People, Processes and _________.
Text messaging is a type of which promotion strategy?
Text messaging is a type of which promotion strategy?
__________ is an example of a service where the customer typically goes to the service organization
__________ is an example of a service where the customer typically goes to the service organization
Added features to an offering are called _________ service features.
Added features to an offering are called _________ service features.
The services a customer expects are called the ______service package.
The services a customer expects are called the ______service package.
If a firm is practicing ___________, the firm is training and effectively motivating its customer-contact employees and all of the supporting service people to work as a team to provide customer satisfaction.
If a firm is practicing ___________, the firm is training and effectively motivating its customer-contact employees and all of the supporting service people to work as a team to provide customer satisfaction.
Perception of Performance- Expectation gives us
Perception of Performance- Expectation gives us
The fact that a business traveller may have one very positive check-in experience at a hotel and then a very negative check-in experience with a different employee on a subsequent visit is evidence of service:
The fact that a business traveller may have one very positive check-in experience at a hotel and then a very negative check-in experience with a different employee on a subsequent visit is evidence of service:
All human actors who play a part in service delivery and thus influence the buyers perceptions: namely, the firms personnel, the customer and other customers in the service environment.
All human actors who play a part in service delivery and thus influence the buyers perceptions: namely, the firms personnel, the customer and other customers in the service environment.
What is the sequence of steps for the service recovery process?
What is the sequence of steps for the service recovery process?
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A tool for assessing the level of service quality based on the difference between users expectations and the service experience delivered is:
A tool for assessing the level of service quality based on the difference between users expectations and the service experience delivered is:
Standardized and customized flow of activities, simple and complex number of steps and customer involvement by which a service is delivered is called –
Standardized and customized flow of activities, simple and complex number of steps and customer involvement by which a service is delivered is called –
Which of the following is not generally accepted as being part of the extended marketing mix for services?
Which of the following is not generally accepted as being part of the extended marketing mix for services?
How many type of price discriminations are there?
How many type of price discriminations are there?
_ _________ is the environment in which the service is delivered and where the firm and customer interact and any tangible components that facilitates performance or communication of the service.
_ _________ is the environment in which the service is delivered and where the firm and customer interact and any tangible components that facilitates performance or communication of the service.
The difference between which two expectation standards is the zone of tolerance?
The difference between which two expectation standards is the zone of tolerance?
Research has shown that customers are more likely to choose a self-service channel if they have ____________.
Research has shown that customers are more likely to choose a self-service channel if they have ____________.
___________ are the only service distributors which do not require direct human interactions.
___________ are the only service distributors which do not require direct human interactions.
According to Parasuraman, Zeithaml & Benny, the most important determinant of service quality is:
According to Parasuraman, Zeithaml & Benny, the most important determinant of service quality is:
