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of 34 available terms

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5 Written Questions

5 Matching Questions

  1. characteristic of a service, can't be touched, tasted, or seen like a product can
  2. 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
  3. 3 methods to reduce delivery gaps
  4. 1 way to control the communications gap
  5. ___ gap pertains to the difference between the firm's perceptions of customers expectations and the service standards it sets
  1. a services
  2. b standards
  3. c intangible
  4. d only promising what you can deliver
  5. e empower employees, use technology, provide support/incentives

5 Multiple Choice Questions

  1. variability
  2. voice of customer program
  3. reliability, responsiveness, assurance, empathy, tangibles
  4. empowerment
  5. communication

5 True/False Questions

  1. effective services recovery entails ___ and ___empower employees, use technology, provide support/incentives


  2. ___ is the ability to perform the service dependably and accurately (building block)empathy


  3. 4 differences between marketing services versus goodsknowledge, standards, delivery, communication


  4. you can minimize the standards gap through (2)training, commitment to service quality


  5. 4 different service gapsempower employees, use technology, provide support/incentives


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