In the absence of a physical product, service providers need to consider the use of______________ that enable customers to make a judgment on the service quality.

Related MCQs

• In the absence of a physical product, service providers need to consider the use of ______ that enable customers to make a judgment on the service quality.
• 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?
• When service is produced via a cooperative effort between customers and service providers, this isreferred to as:
• Service providers are afraid of providing unconditional service guarantees as
• 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 and his employees to use their knowledge and courteous behavior to instill trust and confidence in customers regarding the service is referred to as: -
• 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 appearance of the production facilities and the interpersonal skills of actual service providers are critical in __________ services.
• Heterogeneity of services among telecom service providers makes which method of pricing a major problem?
• Customers should be retained by a service business because retained customers (Choose the false statement)