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5 Written questions

5 Matching questions

  1. 4 different service gaps
  2. ___ is the caring, individualized attention provided to customers (building block)
  3. adding machines to a service can decrease _____
  4. ___ 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 this
  5. the knowledge gap involves (2)
  1. a knowledge
  2. b variability
  3. c understanding customer expectations, evaluating service with metrics
  4. d knowledge, standards, delivery, communication
  5. e empathy

5 Multiple choice questions

  1. CREST, calm customer, repeat problem, empathy statements, solve problem, timely response
  2. perishability
  3. service gap
  4. empower employees, use technology, provide support/incentives
  5. responsiveness

5 True/False questions

  1. a characteristic of service: quality may change because it is performed by humansperishability

          

  2. specifically refers to human or mechanical activities firms undertake to help satisfy their customers needs and wantscustomer service

          

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

          

  4. allowing employees to make decisions about how service is provided to customersgoods are produced overseas, specialization of tasks, leisure time, aging population

          

  5. 1 way to control the communications gaponly promising what you can deliver

          

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