Service marketing

Which of the following is not an element of physical evidence?

• Employee dress

• Employee training

• Equipment

• Facility design

..... is the difference between customer expectations and customer perceptions.

• Customer delight

• Customer satisfaction

• Customer gap

• Supplier gap

Product refers to...

• Where the product is sold

• The good/service the consumer purchase

• The price a consumer will pay for the product

• The way a consumer is made aware of the product

.......is a tool for simultaneously depicting the service process, the points of customer contact and the evidence of service from the customer's point of view.

• Front end planning

• Service blueprinting

• Service standardization

• None of the above

Price refers to...

• The actual amount paid for the product by the consumer

• The amount of profit that is made

• The discount price of a product

• The cost of the packaging of the product

Which of the following is not a tangible dominant?

• Detergents

• Automobiles

• Investment Management

• Soft drinks

Select name of the country having maximum percent of GDP attributed to services

• United States

• China

• Germany

• India

Which of the following is not an element of physical evidence?

• Employee dress

• Employee training

• Equipment

• Facility design

Which of the following is not an element of People

• Motivation

• Teamwork

• Flow of activities

• Customer training

Standardized and customized flow of activities, simple and complex number of steps and customer involvement by which a service is delivered is called

• Place

• Physical evidence

• Process

• People