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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. specifically refers to human or mechanical activities firms undertake to help satisfy their customers needs and wants
  3. you can minimize the standards gap through (2)
  4. effective service recovery efforts can significantly increase ___, ___, and ____
  5. __ gap refers to the difference between the actual serviced provided to customers and the service that the firm's promotion program promises
  1. a customer satisfaction, purchase intentions, positive word of mouth
  2. b communication
  3. c customer service
  4. d services
  5. e training, commitment to service quality

5 Multiple choice questions

  1. CREST, calm customer, repeat problem, empathy statements, solve problem, timely response
  2. inseparable, variable, perishable, intangible
  3. variability
  4. intangible
  5. inseparable

5 True/False questions

  1. 4 reasons for growth of service-oriented economiesgoods are produced overseas, specialization of tasks, leisure time, aging population


  2. characteristic of service: cannot be stored for use in the futureperishability


  3. 1 way to control the communications gapempower employees, use technology, provide support/incentives


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


  5. ___ is the knowledge of and courtesy by employees and their ability to convey trust and confidence (building block)responsiveness


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