Services Marketing: Service Delivery Process
Quiz
•
Other
•
University
•
Hard
Gillian Ossmann
Used 87+ times
FREE Resource
18 questions
Show all answers
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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