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5 Written questions

5 Matching questions

  1. concern for others well being and support of their decisions in a job setting
  2. 5 building blocks of service quality
  3. __ gap refers to the difference between the actual serviced provided to customers and the service that the firm's promotion program promises
  4. effective service recovery efforts can significantly increase ___, ___, and ____
  5. 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
  1. a customer satisfaction, purchase intentions, positive word of mouth
  2. b zone of tolerance
  3. c communication
  4. d reliability, responsiveness, assurance, empathy, tangibles
  5. e emotional support

5 Multiple choice questions

  1. empathy
  2. assurance
  3. knowledge, standards, delivery, communication
  4. listening to the customer, resolving problems quickly
  5. delivery

5 True/False questions

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


  2. 1 way to control the communications gaponly promising what you can deliver


  3. a characteristic of service: quality may change because it is performed by humansperishability


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


  5. 4 reasons for growth of service-oriented economiesgoods are produced overseas, specialization of tasks, leisure time, aging population