__________ is the study of the use of physical evidence to create service environments and their influence on the perceptions and behaviours of individuals

Related MCQs

• “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 absence of a physical product, service providers needs to consider the use of …………… that enable customers to make a judgment on the service quality.
• Which of the following is not a component of service firms physical evidence?
• ………….. 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
• ………………..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
• …………… is the physical surroundings or the physical facility where the service is produced, delivered and consumed
• ………………is the physical surroundings or the physical facility where the service is produced, delivered and consumed.
• Successfulservice companies focus their attention on both their customer and their employees. They understand ……………, which links service firm profits with employee and customer satisfaction.
• The technique that allows consumers to either buy Service A and Service B together on purchase one service separately is called
• Which of the following is not an element of physical evidence?