Test
Services Part 2
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Preguntas del test (12)
1Is a strategic tool for managing the entire customer relationship.
- AAssurance
- BBrand equity
- CService quality
- DTangibles
2Perform promised service dependably and accurately.
- AService quality
- BReliability
- CEmpathy
- DIntangibles
3Willingness to help customers and provide prompt service.
- ANone of these are correct
- BBrand elements
- CEmpathy
- DResponsiveness
4Employees must be knowledgeable, courteous, convey trust and confidence.
- AVariability
- BAssurance
- CReliability
- DNone of these are correct
5Caring, individualized attention
- AEmpathy
- BTangibles
- CIntangibles
- DSympathy
6The appearance of physical facilities, equipment, personnel, communication material.
- AIntangibles
- BNone of these are correct
- CReliability
- DTangibles
7The effective marketing of services requires that managers learn what customers want and expect in their interaction with the service provider (service encounter) if expectations do not equal experience, a gap exists.
- AManaging service quality
- BSelling service quality
- CAssurance
- DNone of the Above
8Select all of the levels in the Gap Model of Service Quality.
- AEmpathy gap
- BKnowledge gap
- CCommunications
- DAll of the Above
- EService gap
- FDelivery gap
- GStandards gap
9Expectations, performance, disconfirmation, negative, positive, satisfaction, dissatisfaction are all part of the Disconfirmation paradigm?
- AVerdadero
- BFalso
10What are the Marketing mix: 4 p's?
- APerishability
- BProduct
- CPrice
- DProductivity
- EPromotion
- FPerformance
- GPlace
11Product, price, place, promotion, people, process, physical evidence are the 7 p's of the services marketing mix?
- AVerdadero
- BFalso
12The use of physical evidence to design service environments. Ambient conditions, inanimate objects, other physical evidence.
- AManaging the servicescape
- BNone of these are correct
- CMarketing mix
- DDisconfirmation
Información
- Descripción
- Test sobre Services Part 2, creado por nathaniel Zelaya el 06/04/2020.
- Autor
- nathaniel Zelaya
- Idioma
- English
- Visitas
- 0
- Valoración
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