WorksheetsQUALITY SERVICE
Total questions: 10
Worksheet time: 5mins
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
