When there is little or no personal contract between customer and service provider. This is classified as

Related MCQs

• ………….. is the tool for simultaneously depicting the service process, the point of customer contract and the evidence of the service from the customer point of view
• If a firm is practicing …………… the firm is training and effectively motivating its customer-contract employees and all of the supporting service people to work as a team to provide customer satisfaction
• ………………..is a tool for simultaneously depicting the service process, the points of customer contact, and the evidence of service from the customer’s point of
• Which pricing strategies encourage the customer to expand his/her dealings with the service provider?
• In the service system, customers may specify their needs and expectations to the service provider, such expectations are called ……………?
• ………….. is any direct interaction between a service provider and customers
• The unique service characteristic that reflects the interconnection between the service firm and its customer is called
• Successfulservice companies focus their attention on both their customer and their employees. They understand ……………, which links service firm profits with employee and customer satisfaction.
• .………………..is 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.
• At customer service interface, company intends to manage a relationship with a customer through