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.

Related MCQs

• In the service system, customers may specify their needs and expectations to the service provider, such expectations are called ……………?
• The demand strategy in which service providers utilize their downtime by marketing to different segments with different demand patterns is associated with which of the following?
• 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
• …………… is the physical surroundings or the physical facility where the service is produced, delivered and consumed
• ………………is the physical surroundings or the physical facility where the service is produced, delivered and consumed.
• This is when customers visit the service facility so that they are personally involved through the service delivery process
• “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.”
• “…….is the culture where an appreciation for good service exists and where giving good service to internal as well as ultimate, external customers is considered a natural way of life and one of the most important norms by everyone.”
• __________ is the study of the use of physical evidence to create service environments and their influence on the perceptions and behaviours of individuals
• As per service-quality model, the capacity to complete the promised service accuratelt and dependably is ……………