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5 Written questions

5 Matching questions

  1. __ gap refers to the difference between the actual serviced provided to customers and the service that the firm's promotion program promises
  2. ___ is the caring, individualized attention provided to customers (building block)
  3. 4 reasons for growth of service-oriented economies
  4. 5 building blocks of service quality
  5. ___ is the ability to perform the service dependably and accurately (building block)
  1. a reliability
  2. b empathy
  3. c goods are produced overseas, specialization of tasks, leisure time, aging population
  4. d communication
  5. e reliability, responsiveness, assurance, empathy, tangibles

5 Multiple choice questions

  1. training, commitment to service quality
  2. empower employees, use technology, provide support/incentives
  3. assurance
  4. standards
  5. CREST, calm customer, repeat problem, empathy statements, solve problem, timely response

5 True/False questions

  1. ___ is the appearance of physical facilities, equipment, personnel, and communication materials (building block)tangibles


  2. 4 differences between marketing services versus goodsinseparable, variable, perishable, intangible


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


  4. ___ 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


  5. 1 way to control the communications gaponly promising what you can deliver