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5 Written questions

5 Matching questions

  1. 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
  2. ___ is the knowledge of and courtesy by employees and their ability to convey trust and confidence (building block)
  3. you can minimize the standards gap through (2)
  4. ___ gap pertains to the difference between the firm's perceptions of customers expectations and the service standards it sets
  5. results when a service fails to meet the expectations that customers have and how it should be delivered
  1. a training, commitment to service quality
  2. b standards
  3. c zone of tolerance
  4. d assurance
  5. e service gap

5 Multiple choice questions

  1. inseparable, variable, perishable, intangible
  2. services
  3. CREST, calm customer, repeat problem, empathy statements, solve problem, timely response
  4. voice of customer program
  5. reliability

5 True/False questions

  1. ___ 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 thisknowledge


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


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


  4. 3 methods to reduce delivery gapsknowledge, standards, delivery, communication


  5. adding machines to a service can decrease _____empower employees, use technology, provide support/incentives