Understanding the customer is a critical step toward minimizing or completely eliminating the:

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.
• 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:
• 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:
• The appearance of the production facilities and the interpersonal skills of actual service providers are critical in __________ services.
• Which linkage within The Service Triangle reflects the ease with which a customer uses a bank's ATM?
• Which of the following scenarios is likely to lead to the highest levels of customer dissatisfaction?
• 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
• The necessary interaction between service provider and customer that allows a service to be 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……..
• Top firms audit service performance by collecting measurements to probe customer satisfiers and dissatisfiers.