Service Quality

Which of this is not a consumer based business?

• Medical

• Architecture

• Hotel

• House cleaning

Which of this is directed at intangible assets.

• Accounting

• Freight Transportation

• HairDressing

• Physiotherapy

Which of this is the service operations system which has the invisible contact to customers?

• Customer care

• Technical core

• Self-service equipment

• Phone

Which cultural dimension looks ' do people rely on themselves or others (that is, the group)' ?

• Power distance

• Uncertainty avoidance

• Individualism/ Collectivism

• Masculinity/Feminity

Which of this is a strategy for risk reduction?

• Seek more information?

• Rely on your own instinct

• Remain skeptical about the new service

• Don't ask anyone

Service encounters: The levels of customer contact include all except.

• Intermediate contact services

• High-contact services

• Medium- contact services

• Low-contact services

People's feelings about how they are treated by others in terms of fairness, justice or equity can help explain attitudes and behaviour. Choose the most appropriate needs/theory.

• Role & Script

• Fairness and equity needs

• Prospect theory

• Control theory

Strategies to achieve competitive advantage through four focus strategies include the following except.

• Fully focused strategy

• Service-focused strategy

• Unfocused strategy

• Tangible focused strategy

The Raffles Hotel in Singapore featured in which Hollywood movie?

• Price and the Prejudice

• Pink Panther

• Crazy, Rich Asians

• Kungfu Panda

Which of this is not a mega-trend?

• Ageing Population

• Outsourcing

• Migration of population

• AI & Technology growth