Services Marketing: Service Delivery Process

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

• Employee dress

• Employee training

• Equipment

• Facility design

.......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

.....is the physical surroundings or the physical facility where the service is produced, delivered and consumed.

• Servicespace

• Servicescape

• Serviceplace

• Servicescope

'.......is the culture where an appreciation for good service exists and where giving good service to internal as well as ultimate, external customers is considered a natural way of life and one of the most important norms by everyone."

• Service culture

• Corporate culture

• Service Triangle

• Service Quality Dimensions

From Following which are Service Industries

• Banking & Insurance

• Reliance Fresh

• Heath Club

• Uber

• TATA Moters

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

• Customer delight

• Customer satisfaction

• Customer gap

• Supplier gap

.......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

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

What is the Service Blueprint used for?

• A flowchart on how a service will be delivered.

• Specifying the physical evidence to facilitate customers.

• A guidance for staff actions and interactions with customers.

• All are correct.

Offering a special product that no other business has is called

• matching the price that other competitors have on the same product

• a stock item

• a unique selling point

• a new product