Test Your Knowledge

The difference between management's perceptions of customer expectations and the quality standards established for service delivery is called ___________

• Knowledge Gap

• Policy Gap

• Delivery Gap

• Service Gap

The difference between what customers expect to receive and their perceptions of the service that is actually delivered is called__________

• Knowledge gap

• Standards gap

• Delivery gap

• Service quality gap

The difference between what service providers believe customers expect and customer's actual needs and expectations is called_________

• Knowledge Gap

• Standards Gap

• Delivery Gap

• Service Gap

Which of the following is not generally accepted as being part of the extended marketing mix for services?

• People

• Process

• Physical Evidence

• Practice

____ is mainly deals with the inability to inventory services.

• Intangibility

• Perishability

• Inseparability

• Tranquility

The unique service characteristic that reflects the interconnection between the service firm and its customer is called _______.

• Intangibility

• Inseparability

• Perishability

• Ubiquity

Services that occur without interruption confusion or hassle to the customer is called ______.

• Seamless service

• Digital Services

• Marketing Myopia

• Functional Services

Services are characterized by all of the following characteristics except for________

• Perishability

• Homogeneity

• Inseparability

• Intangibility

“Every business is a service business” was quoted by______.

• Peter Drucker

• Kevin Keller

• Philip Kotler

• Michael Porter

______ 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