Services Marketing: Service Delivery Process

Services Marketing: Service Delivery Process

University

18 Qs

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Services Marketing: Service Delivery Process

Services Marketing: Service Delivery Process

Assessment

Quiz

Other

University

Practice Problem

Hard

Created by

Gillian Ossmann

Used 88+ times

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18 questions

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1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which of the following is not an element of physical evidence?

Employee dress

Employee training

Equipment

Facility design

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

.......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.

Front end planning

Service blueprinting

Service standardization

None of the above

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

.....is the physical surroundings or the physical facility where the service is produced, delivered and consumed.

Servicespace

Servicescape

Serviceplace

Servicescope

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

'.......is the culture where an appreciation for good service exists and where giving good service to internal as well as ultimate, external customers is considered a natural way of life and one of the most important norms by everyone."

Service culture

Corporate culture

Service Triangle

Service Quality Dimensions

5.

MULTIPLE SELECT QUESTION

30 sec • 1 pt

From Following which are Service Industries

Banking & Insurance

Reliance Fresh

Heath Club

Uber

TATA Moters

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

..... is the difference between customer expectations and customer perceptions.

Customer delight

Customer satisfaction

Customer gap

Supplier gap

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

.......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.

Front end planning

Service blueprinting

Service standardization

None of the above

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