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5 Written questions

5 Matching questions

  1. 5 building blocks of service quality
  2. effective service recovery efforts can significantly increase ___, ___, and ____
  3. ___ is the willingness to help customers and provide prompt service (building block)
  4. ___ is the knowledge of and courtesy by employees and their ability to convey trust and confidence (building block)
  5. 4 differences between marketing services versus goods
  1. a responsiveness
  2. b inseparable, variable, perishable, intangible
  3. c reliability, responsiveness, assurance, empathy, tangibles
  4. d assurance
  5. e customer satisfaction, purchase intentions, positive word of mouth

5 Multiple choice questions

  1. intangible
  2. empathy
  3. knowledge, standards, delivery, communication
  4. variability
  5. empowerment

5 True/False questions

  1. characteristic of service: cannot be stored for use in the futureperishability


  2. adding machines to a service can decrease _____variability


  3. __ gap is the difference between the firms service standards and the actual service it provides to customersdelivery


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


  5. ___ gap pertains to the difference between the firm's perceptions of customers expectations and the service standards it setsstandards