………….. 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

Related MCQs

• ………………..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
• 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
• Successfulservice companies focus their attention on both their customer and their employees. They understand ……………, which links service firm profits with employee and customer satisfaction.
• When there is little or no personal contract between customer and service provider. This is classified as
• .………………..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
• “All human actors who play a part in service delivery and thus influence the buyer’s perceptions: namely, the firm’s personnel, the customer and other customers in the service environment.”
• As per service quality model, the willingness to assist customer and offer prompt service is ……………
• The unique service characteristic that reflects the interconnection between the service firm and its customer is called
• People have to physically present themselves so that they become immersed within the service process. This type of service process is referred to as