20 questions
Are deed, processes and performances provided or coproduced by one entity for another entity or person.
Package
Amenity
Services
Marketing
Which of the following is an example of professional services?
Hotel
Travel Agencies
Accounting
Plumbing
.....is the physical surroundings or the physical facility where the service is produced, delivered and consumed.
Servicespace
Serviceplace
Servicescape
Servicescope
Is the difference between customer expectations and customer perceptions.
Customer delight
Customer Gap
Customer Satisfaction
Supplier Gap
Which of the following is not an element of physical evidence?
Employee dress
Equipment
Employee training
Facility design
It is difficult to synchronize supply and demand with services.
Intangible
Heterogeneous
Simultaneous production and consumption
Perishable
Service delivery and customer satisfaction depend on employee actions.
Perishable
Standardized
Heterogeneous
Tangible
The value derived from physical goods is really the service provided by the good, not the good itself.
Derived service
Customer service
Service as product
Service industries and companies
The service provided in support of a company’s core products. Companies typically do not charge for customer service.
Service as product
Customer service
Derived service
Service industries and companies
Which of the following is not an element of people?
Employees
Customers
Employee dress
Communicating culture and values
Refers to the subjective assessment of actual service experiences.
Customer gap
Customer expectation
Customer perception
Customer experience
The difference between customer expectations of service and company understanding of those expectations.
The communication gap
The listening gap
The service performance gap
The service design and standards gap
The listening gap is lack of ______ communication, lack of interaction between management and customer, insufficient communication between contact employees and managers.
Sideways communication
Upward communication
Downward communication
None of the above
Poor service design has unsystematic new service development process and vague.
True
False
Which of the following is not a tangible dominant?
Detergents
Investment Management
Automobiles
Soft drinks
In services, mass production is easy.
True
False
The discrepancy between development of customer-driven service standards and actual service performance by company employees.
The service performance gap
The customer gap
The listening gap
The communication gap
Inappropriate pricing involves high prices that raise customer expectations.
True
False
Which of the following is not an intangible dominant?
Teaching
Cosmetics
Consulting
Investment Management
Pricing is difficult.
Implications of intangibility
Implications of heterogeneity
Implications of simultaneous production and consumption
Implications of perishability