____________ 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.

Related MCQs

• 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:
• Compared with low-contact services, customers of high-contact services are more likely to judgeservice quality on the basis of:
• 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?
• If a firm is practicing ____________________, the firm is training and effectively motivating its customer-contact employees and all of the supporting service people to work as a team to providecustomer satisfaction.
• Efforts to transform customers into partial employees should not be interpreted as the firm’sway of distancing itself from the customer. This is consistent with which of the followingguidelines for increasing customer participation:
• 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
• Which of the following is not a evidence of service as experienced by the customer?
• Customers should be retained by a service business because retained customers (Choose the false statement)
• 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: -
• The necessary interaction between service provider and customer that allows a service to be delivered is called