The service industry has several emerging trends that organisations need to be aware of. Which of these should organisations keep a lookout for?

Related MCQs

• The technique that allows consumers to either buy Service A and Service B together on purchase one service separately is called
• 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
• .………………..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.
• People have to physically present themselves so that they become immersed within the service process. This type of service process is referred to as
• This is when customers visit the service facility so that they are personally involved through the service delivery process
• ……………. Is based on the idea that customer expectations of the service they will receive shape their perception of the actual service encounter.
• …………… is example of a service where the customer typically goes to the service organization
• ………….. 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
• In the service system, customers may specify their needs and expectations to the service provider, such expectations are called ……………?
• The service a customer expects are called …………… service package?