Is the difference between customer expectations and customer perceptions.

It is difficult to synchronize supply and demand with services.

Service delivery and customer satisfaction depend on employee actions.

The value derived from physical goods is really the service provided by the good, not the good itself.

The service provided in support of a company’s core products. Companies typically do not charge for customer service.

Which of the following is not an element of people?

Refers to the subjective assessment of actual service experiences.

The difference between customer expectations of service and company understanding of those expectations.

The listening gap is lack of ______ communication, lack of interaction between management and customer, insufficient communication between contact employees and managers.

Poor service design has unsystematic new service development process and vague.

Which of the following is not a tangible dominant?

In services, mass production is easy.

The discrepancy between development of customer-driven service standards and actual service performance by company employees.

Inappropriate pricing involves high prices that raise customer expectations.

Which of the following is not an intangible dominant?

Pricing is difficult.