Services can be meaningfully analysed by using a five-category classification scheme including type of market, degree of labour-intensiveness, degree of customer contact, skill of service provider, and

Related MCQs

• ____________ is a tool for simultaneously depicting the service process, the points of customer contact and the evidence of service from the customer’s point of view.
• The necessary interaction between service provider and customer that allows a service to be delivered is called
• Compared with low-contact services, customers of high-contact services are more likely to judgeservice quality on the basis of:
• Part of the problem when transforming from full-service to self-service is that businesses tend toforget why customers might prefer using full-service options in the first place. This is consistent withwhich of the following guidelines for increasing customer participation:
• Services are delivered within the marketing environment. The macro‐environment can be analysed using which of the following tools?
• A problem encountered by service companies that change high-contact services into lowcontact services is that the
• The ability of the service provider and his employees to use their knowledge and courteous behavior to instill trust and confidence in customers regarding the service is referred to as: -
• In the service system, customers may specify their needs and expectations to the service provider. Such specifications are called
• Which of the following attributes of services make it difficult for a service provider to evaluate them when compared to goods?
• The ability of the service provider to accurately perform the promised service is referred to as: -