………….. is about motivating and training employees to serve customers well

Related MCQs

• 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 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.”
• 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
• An approach that encompasses a wide range of relationships, not just with customers, but also those that organizations develop with suppliers, regulators, government, competitors, employees, and others, is referred to as
• A triangle of Company, Customers, Employees, Internal Marketing, External Marketing communications and Interactive marketing is known as…………..
• One of the advantages of requiring employees to wear uniforms is that it reduces the customers’ perception of_______.
• “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.”
• In the service system, customers may specify their needs and expectations to the service provider, such expectations are called ……………?
• In order to improve the process and performance of the company towards the customers, they should try to
• ………….. is any direct interaction between a service provider and customers