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5 Written Questions

5 Matching Questions

  1. customers perceptions of how well a service meets or exceeds their expectations, part of the ___ gap
  2. an ongoing marketing research system that collects customer inputs and integrates them into managerial decisions
  3. 5 building blocks of service quality
  4. the area between customers' expectations regarding their desired service and minimum level of acceptance, the difference between what customer really needs or will accept before going elsewhere
  5. the ___ method can help resolve service failures. what does is stand for?
  1. a service quality, knowledge
  2. b voice of customer program
  3. c CREST, calm customer, repeat problem, empathy statements, solve problem, timely response
  4. d reliability, responsiveness, assurance, empathy, tangibles
  5. e zone of tolerance

5 Multiple Choice Questions

  1. services
  2. empathy
  3. knowledge
  4. understanding customer expectations, evaluating service with metrics
  5. inseparable, variable, perishable, intangible

5 True/False Questions

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


  2. 4 reasons for growth of service-oriented economiesgoods are produced overseas, specialization of tasks, leisure time, aging population


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


  4. 1 way to control the communications gaponly promising what you can deliver


  5. 3 methods to reduce delivery gapsknowledge, standards, delivery, communication


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