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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 appearance of physical facilities, equipment, personnel, and communication materials (building block)
  3. ___ is the willingness to help customers and provide prompt service (building block)
  4. customers perceptions of how well a service meets or exceeds their expectations, part of the ___ gap
  5. adding machines to a service can decrease _____
  1. a tangibles
  2. b zone of tolerance
  3. c variability
  4. d responsiveness
  5. e service quality, knowledge

5 Multiple choice questions

  1. empower employees, use technology, provide support/incentives
  2. CREST, calm customer, repeat problem, empathy statements, solve problem, timely response
  3. training, commitment to service quality
  4. goods are produced overseas, specialization of tasks, leisure time, aging population
  5. knowledge, standards, delivery, communication

5 True/False questions

  1. ___ is the knowledge of and courtesy by employees and their ability to convey trust and confidence (building block)assurance


  2. providing the equipment or systems needed to perform a task in a job settinginstrumental support


  3. 1 way to control the communications gaponly promising what you can deliver


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


  5. results when a service fails to meet the expectations that customers have and how it should be deliveredservice gap