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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. 1 way to control the communications gap
  3. __ gap is the difference between the firms service standards and the actual service it provides to customers
  4. __ gap refers to the difference between the actual serviced provided to customers and the service that the firm's promotion program promises
  5. specifically refers to human or mechanical activities firms undertake to help satisfy their customers needs and wants
  1. a communication
  2. b delivery
  3. c services
  4. d customer service
  5. e only promising what you can deliver

5 Multiple choice questions

  1. training, commitment to service quality
  2. service quality, knowledge
  3. zone of tolerance
  4. variability
  5. intangible

5 True/False questions

  1. providing the equipment or systems needed to perform a task in a job settinginstrumental support


  2. 4 different service gapsempower employees, use technology, provide support/incentives


  3. 4 reasons for growth of service-oriented economiesgoods are produced overseas, specialization of tasks, leisure time, aging population


  4. an ongoing marketing research system that collects customer inputs and integrates them into managerial decisionsinstrumental support


  5. ___ gap is the difference between the customer's expectations and the firm's perception of those expectations, firms should know what customers want to avoid thisstandards


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