Blank Quiz

are intangible activities, benefits, or performances provided by one party to another.

• Services
• Intangibility
• Inseparability
• Service Encounter

A service is not a physical product that you can touch or see.

• Intangibility
• Services
• Inseparability
• Service Encounter
• Remote Encounter

One unique characteristic of services is that the service and the service provider cannot be separated

• Services
• Intangibility
• Inseparability
• Service Encounter

is the interaction between a customer and a service provider at various touchpoints.

• Service Encounter
• Services
• Intangibility
• Inseparability
• Remote Encounter

A type of service encounter where: No physical presence, digital platforms, automation

• Service Encounter
• Remote Encounter
• Face-to-Face Encounters
• Post Service Stage

A stage of service encounter where it focuses on customer expectations, preparation, and engagement before the actual service interaction.

• Service Encounter
• Remote Encounter
• Face-to-Face Encounters
• Pre-Service Stage

A stage of service encounter where it focuses on customer expectations, preparation, and engagement before the actual service interaction.

• Face-to-Face Encounters
• Pre-Service Stage
• Service Encounter Stage
• Post Service Stage

This stage focuses on customer retention, feedback, and follow-up.

• Post Service Stage
• Service Blueprint

• Service Encounter Stage

• Pre-Service Stage

This is the core interaction phase, where the service is provided, and customer experience is shaped.

• Service Encounter Stage
• Services
• Intangibility
• Inseparability
• Service Encounter

It is a detailed visual representation of a service process, showing interactions between customers, employees, and support systems.

• Service Blueprint
• Services
• Intangibility
• Inseparability
• Service Encounter