The difference between desired service and the level of service considered adequate is known as

Related MCQs

• “…….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.”
• The technique that allows consumers to either buy Service A and Service B together on purchase one service separately is called
• The unique service characteristic that reflects the interconnection between the service firm and its customer is called
• .………………..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.
• . ……………is the difference between customer expectations and perceptions.
• “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.”
• The zone of tolerance is defined by the difference between
• . has become a popular way to expand delivery of an effective service concept to multiple sites without the level of investment
• In which of the following service situations would customers have the highest level of participation?
• ………….. 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