Blank Quiz

are intangible activities, benefits, or performances provided by one party to another.

• Services
• Intangibility
• Inseparability
• Service Encounter
• Remote Encounter

A service is not a physical product that you can touch or see.

• Services
• Intangibility
• Inseparability
• Service Encounter
• Remote Encounter

One unique characteristic of services is that the service and the service provider cannot be separated

• Services
• Intangibility
• Inseparability
• Service Encounter
• Remote Encounter

is the interaction between a customer and a service provider at various touchpoints.

• Services
• Intangibility
• Inseparability
• Service Encounter
• Remote Encounter

A type of service encounter where: No physical presence, digital platforms, automation

• Services
• Intangibility
• Inseparability
• Service Encounter
• Remote Encounter

A stage of service encounter where it focuses on customer expectations, preparation, and engagement before the actual service interaction.

• Services
• Intangibility
• Inseparability
• Service Encounter
• Remote Encounter

A stage of service encounter where it focuses on customer expectations, preparation, and engagement before the actual service interaction.

• Services
• Intangibility
• Inseparability
• Service Encounter
• Remote Encounter

This stage focuses on customer retention, feedback, and follow-up.

• Services
• Intangibility
• Inseparability
• Service Encounter
• Remote Encounter

It is a detailed visual representation of a service process, showing interactions between customers, employees, and support systems.

• Services
• Intangibility
• Inseparability
• Service Encounter
• Remote Encounter

It refers to preventative measures built into a service design to catch and mitigate potential errors before they impact the customer, allowing for recovery and minimizing negative experiences

• Services
• Intangibility
• Inseparability
• Service Encounter
• Remote Encounter