The fact that a business traveler may have one very positive check-in experience at a hotel and then a very negative check-in experience with a different employee on a subsequent visit is evidence of service:

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.
• Successful service companies focus their attention on both their customers and their employees.They understand ___________________, which links service firm profits with employee
• Which of the following may not be an objective of focusing on physical evidence by a service firm?
• 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?
• 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:
• In the service system, customers may specify their needs and expectations to the service provider. Such specifications are called
• The perishability-related strategy that may sometimes be associated with consumer feelings that the service firm may be attempting to distance itself from consumers is:
• Which of the following is not a evidence of service as experienced by the customer?
• _______ firms may serve the business market, the private individual or may serve bothmarket segments.