Research that examines the customer’s perspective of a firm’s strengths and weaknesses is called:

Related MCQs

• 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?
• Top firms audit service performance by collecting measurements to probe customer satisfiers and dissatisfiers.
• In the service system, customers may specify their needs and expectations to the service provider. Such specifications are called
• 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: -
• _______ firms may serve the business market, the private individual or may serve bothmarket segments.
• 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?
• _____________ 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.
• Successful service companies focus their attention on both their customers and their employees.They understand ___________________, which links service firm profits with employee
• When service is produced via a cooperative effort between customers and service providers, this isreferred to as: