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5 Written questions

5 Matching questions

  1. ___ gap pertains to the difference between the firm's perceptions of customers expectations and the service standards it sets
  2. 4 differences between marketing services versus goods
  3. ___ 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
  4. results when a service fails to meet the expectations that customers have and how it should be delivered
  5. __ gap is the difference between the firms service standards and the actual service it provides to customers
  1. a standards
  2. b knowledge
  3. c service gap
  4. d delivery
  5. e inseparable, variable, perishable, intangible

5 Multiple choice questions

  1. inseparable
  2. goods are produced overseas, specialization of tasks, leisure time, aging population
  3. reliability, responsiveness, assurance, empathy, tangibles
  4. tangibles
  5. only promising what you can deliver

5 True/False questions

  1. 3 methods to reduce delivery gapsknowledge, standards, delivery, communication


  2. allowing employees to make decisions about how service is provided to customersempowerment


  3. you can minimize the standards gap through (2)understanding customer expectations, evaluating service with metrics


  4. the knowledge gap involves (2)understanding customer expectations, evaluating service with metrics


  5. __ gap refers to the difference between the actual serviced provided to customers and the service that the firm's promotion program promisescommunication


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