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

• The demand strategy in which service providers utilize their downtime by marketing to different segments with different demand patterns is associated with which of the following?
• __________ is the physical surroundings or the physical facility where the service is produced, delivered and consumed.
• Successful service companies focus their attention on both their customers and their employees. They understand ___________________, which links service firm profits with employee and customer satisfaction.
• All human actors who play a part in service delivery and thus influence the buyers perceptions : namely , the firms personnel,, the customer and other customers in the service environment.
• ____________ is a tool for simultaneously depicting the service process , the points of customer contact and the evidence of service from the customers point of view .
• Charging customers different prices for essentially the same service is called
• The mental energy spent by customers to acquire service is referred to as_____.
• According to Parasuraman, Zeithaml & Berry , the most important determinant of service quality is :
• _ _________ is the environment in which the service is delivered and where the firm and customer interact and any tangible components that facilitates performance or communication of the service.
• The unique service characteristic that reflects the interconnection between the service firm and its customer is called