_ _________ 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.

Related MCQs

• 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 provide customer satisfaction.
• Standardized and customized flow of activities , simple and complex number of steps and customer involvement by which a service is delivered is called –
• 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.
• 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.
• The unique service characteristic that reflects the interconnection between the service firm and its customer is called
• Top firms audit service performance by collecting measurements to probe customer satisfiers and dis satisfiers.
• The __________ dimension is an assessment of the firm’s consistency and dependability in service performance
• __________ is the physical surroundings or the physical facility where the service is produced, delivered and consumed.
• ____________ 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 .
• Which of the following is not a tangible dominant?