Q201
Open question____________ 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.
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Management · all questionsMarketing
Marketing
practice.
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589
Questions
11/30
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Q202
Open question__________ is the physical surroundings or the physical facility where the service is produced, delivered and consumed.
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Q203
Open question___________ are the only service distributors which do not require direct human interactions.
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Q204
Open questionIn 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.
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Q205
Open questionCompared with low-contact services, customers of high-contact services are more likely to judge service quality on the basis of:
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Q206
Open questionWhich of the following is not generally accepted as being part of the extended marketing mix for services?
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Q207
Open questionA tool for assessing the level of service quality based on the difference between users expectations and the service experience delivered is:
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Q208
Open questionText messaging is a type of which promotion strategy?
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Q209
Open questionThe element of service quality which is defined as 'the knowledge and courtesy of employees and their ability to convey trust and confidence'
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Q210
Open questionAttributes where consumers can evaluate only during or after the consumption process is known as
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Q211
Open questionAccording to Parasuraman, Zeithaml & Benny, the most important determinant of service quality is:
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Q212
Open questionThe moments of interaction between the customer and the service firm are called:
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Q213
Open questionServices that do not meet customer expectations are called:
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Q214
Open questionThe difference between desired service and the level of service considered adequate is known as
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Q215
Open questionService failures involving problematic customer include _________.
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Q216
Open questionWhat are the five principle dimensions to judge service quality?
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Q217
Open questionConsumer complaints tend to be:
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Q218
Open questionA firm's reaction to a customer complaint that results in customer satisfaction and goodwill is called a:
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Q219
Open questionThe difference between which two expectation standards is the zone of tolerance?
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Q220
Open questionIn a services context, distribution embraces all of the following elements EXCEPT ___________.
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