Top firms audit service performance by collecting measurements to probe customer satisfiers and dissatisfiers.

Related MCQs

• ____________ 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 view.
• Part of the problem when transforming from full-service to self-service is that businesses tend toforget why customers might prefer using full-service options in the first place. This is consistent withwhich of the following guidelines for increasing customer participation:
• The necessary interaction between service provider and customer that allows a service to be delivered is called
• The gap between a customer’s desired service expectation and the adequate service expectation is
• Part of the problem when transforming from full-service to self-service is that the new proceduresthemselves are flawed and/or difficult to understand. Of the guidelines presented below, which wouldminimize this type of problem from occurring? This is consistent with which of the following guidelines for increasing customer participation:
• The Perceived Service Quality means that the perceived or experienced service is not consistent with the expected service. This gap results in the following: Which one is NOT true?
• The Perceived Service Quality means that the perceived or experienced service is not consistentwith the expected service. This gap results in the following: Which one is NOT true?
• A customer comes to a restaurant and demands a table facing the street which is alreadyoccupied for the evening. The Floor Manager’s ability to deal with the customer is anexample of the restaurant’s ability in:
• Standardized and customized flow of activities, simple and complex number of steps and customer involvement by which a service is delivered is called……..
• Standardized and customized flow of activities, simple and complex number of steps and customer involvement by which a service is delivered is called