In order to improve the process and performance of the company towards the customers, they should try to

Related MCQs

• This is when customers visit the service facility so that they are personally involved through the service delivery process
• 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
• 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.
• A triangle of Company, Customers, Employees, Internal Marketing, External Marketing communications and Interactive marketing is known as…………..
• People have to physically present themselves so that they become immersed within the service process. This type of service process is referred to as
• By participating in the service delivery process,customers cocreate for themselves.
• “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 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.