Compared with low-contact services, customers of high-contact services are more likely to judgeservice quality on the basis of:

Related MCQs

• A problem encountered by service companies that change high-contact services into lowcontact services is that the
• 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?
• Customers should be retained by a service business because retained customers (Choose the false statement)
• 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.
• 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.
• Which of the following attributes of services make it difficult for a service provider to evaluate them when compared to goods?
• _____________ occurs when a company intentionally uses services as the stage, and goods as theprops, to engage individual customers in a way that creates a memorable event.
• What is the process of offering customized services to individual customers by using flexible processes, without foregoing the advantages of mass production?
• Services are typically produced and consumed simultaneously. This is an example of the________characteristic of services.