_____________ occurs when a company intentionally uses services as the stage, and goods as theprops, to engage individual customers in a way that creates a memorable event.

Related MCQs

• What is the process of offering customized services to individual customers by using flexible processes, without foregoing the advantages of mass production?
• Compared with low-contact services, customers of high-contact services are more likely to judgeservice quality on the basis of:
• Customers should be retained by a service business because retained customers (Choose the false statement)
• Service organizations often tend to ignore the feeling of customers when they are kept waiting. —The psychology of waiting lines“ is an article written by David Maister with various principles to provide more insights into ‘waiting‘ for both customers as well as service providers. Which of the following is not true about the principlesof waiting?
• Listing alternatives that will solve the problem at hand and determining the characteristics of each occurs during which stage of the final consumer’s decision process?
• A service organization can deliver quality service to its customers if it follows a systematic method in identifyingthecustomers‘ needs. Christopher Lovelock suggested that the various supplementary services offered acrossvarious industries can be grouped into eight categories. Which of the following is not one of these categories?
• The relationship between a company and its customers needs to be mutually rewarding and fulfilling. Which ofthe following is not the four R‘s of rewarding relationships?
• Services are typically produced and consumed simultaneously. This is an example of the________characteristic of services.
• Classification of products into goods, services, and ideas is determined by the:
• The key difference between goods and services is: