In the service system, customers may specify their needs and expectations to the service provider, such expectations are called ……………?

Related MCQs

• ………….. is any direct interaction between a service provider and customers
• If the customers views service as ……………. They care more about price than provider.
• If the customers view service as                   they care more about price than provider.
• ……………. Is based on the idea that customer expectations of the service they will receive shape their perception of the actual service encounter.
• In the absence of a physical product, service providers needs to consider the use of …………… that enable customers to make a judgment on the service quality.
• Successfulservice companies focus their attention on both their customer and their employees. They understand ……………, which links service firm profits with employee and customer satisfaction.
• During a service recovery effort, the employee promptly refunded the customers money but threw the money at the customer. As a result, the recovery effort violated the customers ___________ justice need
• When there is little or no personal contract between customer and service provider. This is classified as
• Which pricing strategies encourage the customer to expand his/her dealings with the service provider?
• “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.”