QUALITY SERVICE

Researchers identify four different types of tool that firms can use to grow the level of customer engagement. Which of the following is not one of them?

• Amplificative tools

• Connective tools

• Advertising tools

• Creative tools

The extent to which a service envelops a product varies according to a number of factors. Which of the following is NOT one of the factors?

• the level of tangibility associated with the type of product

• performance-value

• variations in supply and demand

• the way in which the service is delivered

A series of sequential actions that lead to predetermined outcomes when a service is performed correctly is called:____________

• service recovery

• service quality

• service processes

• service failure

Which of the following is not one of the service processes?

• People processing

• Possession processing

• Information processing

• Physical evidence

An event that occurs when a customer interacts directly with a service is called:_____

• service encounter

• service recovery

• service quality

• service failure

The development of customer experience marketing has been built on evolving ideas concerning:__________

• service encounters, perceived value, relationship marketing, and customer retention

• service encounters, perceived value, relationship marketing, and building facilities

• service encounters, perceived value, service recovery, and customer satisfaction

• service encounters, perceived value, relationship marketing, and customer satisfaction

Sellers encourage buyers to purchase increased quantities, to try other products, to engage with other added-value services, and to vary delivery times and quantities. These activities occur in:

• Customer development phase

• Customer acquisition phase

• Customer decline phase

• Customer retention phase

Sellers encourage buyers to purchase increased quantities, to try other products, to engage with other added-value services, and to vary delivery times and quantities. This is referred to as:___________

• the customer acquisition phase

• the customer decline phase

• the customer development phase

• the customer retention phase

When there is little or no personal contact between customer and service provider, this is classified as:

• Low-contact service

• Medium-contact service

• High-contact service

• Intense-contact service

A disconfirmation model and is based on the difference between the expected services and the actual perceived service is called:

• SERVSAT

• SERVNET

• SERVQUAL

• SERVMOD