Customer Services -Ch-1

All human actors who play a part in service delivery and thus influence the buyers’ perceptions; , This Element is:

• Physical Evidence

•    Process

•   People

•   Promotion

The environment in which the service is delivered, and where the firm and customer interact, and any tangible components that facilitate performance or communication of the service

•   Physical Evidence

•   Process

•     People

•   Promotion

Characteristics that allow customers to be categorized according to demographic, psychographic, or firmographic information. It is:

•   customer attributes

• All Answers True

•   internal customers

•    external customers

The actual procedures, mechanisms, and flow of activities by which the service is delivered

•   Process

•    People

•   Physical Evidence

•    Promotion

The people we work with throughout our organization. They are:

•   All Answers True.

•    internal customers

•   customer attributes

•   external customers

The customers we do business with outside our organization. They are:

• All Answers True

•    customer attributes

•   internal customers

•    external customers