__________describes the employee’s skills in serving the client.

Related MCQs

• The appearance of the production facilities and the interpersonal skills of actual service providers are critical in __________ services.
• Which of the following sets of terms best describes a service?
• Services cannot be stored. This describes the ___________characteristic of services.
• ______ dimension of service quality refers to the employees’ knowledge and courtesy and their ability to inspire trust and confidence.
• The ability of the service provider and his employees to use their knowledge and courteous behavior to instill trust and confidence in customers regarding the service is referred to as: -
• Successful service companies focus their attention on both their customers and their employees.They understand ___________________, which links service firm profits with employee
• If a firm is practicing ____________________, the firm is training and effectively motivating its customer-contact employees and all of the supporting service people to work as a team to providecustomer satisfaction.
• Efforts to transform customers into partial employees should not be interpreted as the firm’sway of distancing itself from the customer. This is consistent with which of the followingguidelines for increasing customer participation: