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5 Written questions

5 Matching questions

  1. 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
  2. effective services recovery entails ___ and ___
  3. effective service recovery efforts can significantly increase ___, ___, and ____
  4. ___ gap pertains to the difference between the firm's perceptions of customers expectations and the service standards it sets
  5. 4 reasons for growth of service-oriented economies
  1. a services
  2. b goods are produced overseas, specialization of tasks, leisure time, aging population
  3. c customer satisfaction, purchase intentions, positive word of mouth
  4. d standards
  5. e listening to the customer, resolving problems quickly

5 Multiple choice questions

  1. knowledge, standards, delivery, communication
  2. service gap
  3. tangibles
  4. customer service
  5. intangible

5 True/False questions

  1. the area between customers' expectations regarding their desired service and minimum level of acceptance, the difference between what customer really needs or will accept before going elsewhereknowledge


  2. the ___ method can help resolve service failures. what does is stand for?listening to the customer, resolving problems quickly


  3. 4 differences between marketing services versus goodsinseparable, variable, perishable, intangible


  4. ___ is the caring, individualized attention provided to customers (building block)empathy


  5. providing the equipment or systems needed to perform a task in a job settingemotional support


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