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?

Related MCQs

• 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?
• Compared with low-contact services, customers of high-contact services are more likely to judgeservice quality on the basis of:
• 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?
• 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?
• In the service system, customers may specify their needs and expectations to the service provider. Such specifications are called
• In the absence of a physical product, service providers need to consider the use of______________ that enable customers to make a judgment on the service quality.
• In the absence of a physical product, service providers need to consider the use of ______ that enable customers to make a judgment on the service quality.
• 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 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?
• A problem encountered by service companies that change high-contact services into lowcontact services is that the