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5 Written questions

5 Matching questions

  1. the ___ method can help resolve service failures. what does is stand for?
  2. ___ gap pertains to the difference between the firm's perceptions of customers expectations and the service standards it sets
  3. __ gap refers to the difference between the actual serviced provided to customers and the service that the firm's promotion program promises
  4. ___ is the willingness to help customers and provide prompt service (building block)
  5. ___ is the caring, individualized attention provided to customers (building block)
  1. a empathy
  2. b standards
  3. c CREST, calm customer, repeat problem, empathy statements, solve problem, timely response
  4. d responsiveness
  5. e communication

5 Multiple choice questions

  1. goods are produced overseas, specialization of tasks, leisure time, aging population
  2. empowerment
  3. services
  4. emotional support
  5. empower employees, use technology, provide support/incentives

5 True/False questions

  1. an ongoing marketing research system that collects customer inputs and integrates them into managerial decisionsvariability

          

  2. results when a service fails to meet the expectations that customers have and how it should be deliveredlistening to the customer, resolving problems quickly

          

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

          

  4. characteristic of a service, can't be touched, tasted, or seen like a product canintangible

          

  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