Differentiation approaches such as competence, courtesy, reliability, and responsiveness are forms of

Related MCQs

• Which one of the following communication approaches would be appropriate during the growth and maturity stages of the product life cycle?
• Many people when they go on vacation are choosing to leave their dogs in posh pet resorts that offer a variety of activities for the dogs, such as swimming pool frolics, nature walks and hayrides. Dog owners are paying $17 per night for basic boarding at the pet resorts and up to an additional $20 for the other activities, which would be collectively classified as:
• In the service system, customers may specify their needs and expectations to the service provider, such expectations are called ……………?
• Standardized and customized flow of activities, simple and complex number of steps and customer involvement by which a service is delivered is called……..
• .………………..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.
• 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.
• “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.”
• “…….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.”
• Costs that are planned and are accrued during the operating period regardless of the level of production and sales are called