According to Parasuraman, Zeithaml & Berry , the most important determinant of service quality is :

Related MCQs

• 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.
• Successful service companies focus their attention on both their customers and their employees. They understand ___________________, which links service firm profits with employee and customer satisfaction.
• _ _________ is the environment in which the service is delivered and where the firm and customer interact and any tangible components that facilitates performance or communication of the service.
• All human actors who play a part in service delivery and thus influence the buyers perceptions : namely , the firms personnel,, the customer and other customers in the service environment.
• ____________ is a tool for simultaneously depicting the service process , the points of customer contact and the evidence of service from the customers point of view .
• The unique service characteristic that reflects the interconnection between the service firm and its customer is called
• Ranking from highest to lowest, the countries with the largest service sector employment are:
• The primary cost of producing a service is
• Top firms audit service performance by collecting measurements to probe customer satisfiers and dis satisfiers.
• The fact that a business traveler may have one very positive check-in experience at a hotel and then a very negative check-in experience with a different employee on a subsequent visit is evidence of service: