Fundamentally, conflict arising in a service situation between any two parties

Related MCQs

• The Perceived Service Quality means that the perceived or experienced service is not consistent with the expected service. This gap results in the following: Which one is NOT true?
• 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:
• The Perceived Service Quality means that the perceived or experienced service is not consistentwith the expected service. This gap results in the following: Which one is NOT true?
• The necessary interaction between service provider and customer that allows a service to be delivered is called
• The gap between a customer’s desired service expectation and the adequate service expectation is
• When service is produced via a cooperative effort between customers and service providers, this isreferred to as:
• When a firm’s service quality specification does not match with customer expectations the gap between the two is known as ______.
• 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: -
• The ability of the service provider to accurately perform the promised service is referred to as: -