“…….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.”

Related MCQs

• A triangle of Company, Customers, Employees, Internal Marketing, External Marketing communications and Interactive marketing is known as…………..
• 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.”
• In the service system, customers may specify their needs and expectations to the service provider, such expectations are called ……………?
• This is when customers visit the service facility so that they are personally involved through the service delivery process
• In the absence of a physical product, service providers needs to consider the use of …………… that enable customers to make a judgment on the service quality.
• The technique that allows consumers to either buy Service A and Service B together on purchase one service separately is called
• ………….. is about motivating and training employees to serve customers well
• The difference between desired service and the level of service considered adequate is known as
• According to parasuraman, Zeithml and Berry, the most important determinate of service quality