………………..is a tool for simultaneously depicting the service process, the points of customer contact, and the evidence of service from the customer’s point of

Related MCQs

• ………….. is the tool for simultaneously depicting the service process, the point of customer contract and the evidence of the service from the customer point of view
• During a service recovery effort, the employee promptly refunded the customers money but threw the money at the customer. As a result, the recovery effort violated the customers ___________ justice need
• “All human actors who play a part in service delivery and thus influence the buyer’s perceptions: namely, the firm’s personnel, the customer and other customers in the service environment.”
• If a firm is practicing …………… the firm is training and effectively motivating its customer-contract employees and all of the supporting service people to work as a team to provide customer satisfaction
• Successfulservice companies focus their attention on both their customer and their employees. They understand ……………, which links service firm profits with employee and customer satisfaction.
• At customer service interface, company intends to manage a relationship with a customer through
• This is when customers visit the service facility so that they are personally involved through the service delivery process
• .………………..is the environment in which the service is delivered and where the firm and customer interact and any tangible components that facilitate performance or communication of the service.
• “…….is the culture where an appreciation for good service exists and where giving good service to internal as well as ultimate, external customers is considered a natural way of life and one of the most important norms by everyone.”
• As per service quality model, the willingness to assist customer and offer prompt service is ……………