Operation Management Quiz 2

Service is often seen as an indicator of quality for services.

• TRUE

• FALSE

Professionals use service marketing to build loyalty and maintain long-term relationships with customers.

• TRUE

• FALSE

The physical environment in which the service provider and customer interact plays an important role.

• TRUE

• FALSE

Service marketing differs from product marketing because it allows customers to personalize services based on their needs and receive them by meeting the service provider in person.

• TRUE

• FALSE

Investments in CEM platforms can pay dividends when they acknowledge the loyalty of guests and results in continued patronage.

• TRUE

• FALSE

Marketers design the service based on the features and benefits desired by customers.

• TRUE

• FALSE

Branding is a key component that helps distinguish experiences from competitors.

• TRUE

• FALSE

The diamond shapes in process flow diagram represent a specific process, where some task is performed.

• TRUE

• FALSE

The use of ________ technology is also increasingly pervasive, allowing businesses to learn customer history over time and use it to enhance future experiences.

The _________ of the service includes all the tangibles surrounding the service.