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5 Written questions

5 Matching questions

  1. ___ is the willingness to help customers and provide prompt service (building block)
  2. ___ is the knowledge of and courtesy by employees and their ability to convey trust and confidence (building block)
  3. 4 different service gaps
  4. 4 differences between marketing services versus goods
  5. effective service recovery efforts can significantly increase ___, ___, and ____
  1. a knowledge, standards, delivery, communication
  2. b customer satisfaction, purchase intentions, positive word of mouth
  3. c inseparable, variable, perishable, intangible
  4. d responsiveness
  5. e assurance

5 Multiple choice questions

  1. customer service
  2. service gap
  3. voice of customer program
  4. standards
  5. only promising what you can deliver

5 True/False questions

  1. the knowledge gap involves (2)knowledge, standards, delivery, communication


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


  3. adding machines to a service can decrease _____knowledge, standards, delivery, communication


  4. ___ is the appearance of physical facilities, equipment, personnel, and communication materials (building block)tangibles


  5. 4 reasons for growth of service-oriented economiesreliability, responsiveness, assurance, empathy, tangibles


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