NAME: ________________________

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5 Written Questions

5 Matching Questions

  1. an ongoing marketing research system that collects customer inputs and integrates them into managerial decisions
  2. __ gap is the difference between the firms service standards and the actual service it provides to customers
  3. the ___ method can help resolve service failures. what does is stand for?
  4. ___ is the appearance of physical facilities, equipment, personnel, and communication materials (building block)
  5. adding machines to a service can decrease _____
  1. a CREST, calm customer, repeat problem, empathy statements, solve problem, timely response
  2. b voice of customer program
  3. c variability
  4. d delivery
  5. e tangibles

5 Multiple Choice Questions

  1. empower employees, use technology, provide support/incentives
  2. standards
  3. training, commitment to service quality
  4. instrumental support
  5. reliability

5 True/False Questions

  1. ___ 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


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


  3. 1 way to control the communications gaponly promising what you can deliver


  4. 5 building blocks of service qualityreliability, responsiveness, assurance, empathy, tangibles


  5. ___ is the willingness to help customers and provide prompt service (building block)empathy


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