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.

Related MCQs

• 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.
• ____________ 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 .
• 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.
• Top firms audit service performance by collecting measurements to probe customer satisfiers and dis satisfiers.
• Focusing the firms marketing efforts toward the existing customer base is called
• The unique service characteristic that reflects the interconnection between the service firm and its customer is 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.
• Standardized and customized flow of activities , simple and complex number of steps and customer involvement by which a service is delivered is called –
• Charging customers different prices for essentially the same service is called