In the service system, customers may specify their needs and expectations to the service provider. Such specifications are called

Related MCQs

• 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
• The necessary interaction between service provider and customer that allows a service to be delivered is called
• Service organizations often tend to ignore the feeling of customers when they are kept waiting. —The psychology of waiting lines“ is an article written by David Maister with various principles to provide more insights into ‘waiting‘ for both customers as well as service providers. Which of the following is not true about the principlesof waiting?
• A service organization can deliver quality service to its customers if it follows a systematic method in identifyingthecustomers‘ needs. Christopher Lovelock suggested that the various supplementary services offered acrossvarious industries can be grouped into eight categories. Which of the following is not one of these categories?
• The ability of the service provider to accurately perform the promised service is referred to as: -
• In planning a service process, a service provider takes all the following important decisions except
• 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:
• Customers should be retained by a service business because retained customers (Choose the false statement)
• Services can be meaningfully analysed by using a five-category classification scheme including type of market, degree of labour-intensiveness, degree of customer contact, skill of service provider, and