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5 Written questions

5 Matching questions

  1. allowing employees to make decisions about how service is provided to customers
  2. __ gap is the difference between the firms service standards and the actual service it provides to customers
  3. any intangible offering that involves a deed, performance or effort that can't be possessed, intangible benefits produced by people/machines that can't be separated from producer
  4. effective services recovery entails ___ and ___
  5. ___ gap pertains to the difference between the firm's perceptions of customers expectations and the service standards it sets
  1. a listening to the customer, resolving problems quickly
  2. b delivery
  3. c standards
  4. d empowerment
  5. e services

5 Multiple choice questions

  1. variability
  2. communication
  3. customer satisfaction, purchase intentions, positive word of mouth
  4. voice of customer program
  5. goods are produced overseas, specialization of tasks, leisure time, aging population

5 True/False questions

  1. a characteristic of a service; produced and consumed at the same time (service and consumption at same time)inseparable


  2. results when a service fails to meet the expectations that customers have and how it should be deliveredservice gap


  3. specifically refers to human or mechanical activities firms undertake to help satisfy their customers needs and wantsperishability


  4. customers perceptions of how well a service meets or exceeds their expectations, part of the ___ gapservice quality, knowledge


  5. a characteristic of service: quality may change because it is performed by humansvariability


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