A type of "Service Gap"
  • Knowledge Gap
  • Delivery Gap
  • Standards Gap
  • Communication Gap
Specifically refers to human or mechanical activities firms undertake to help satisfy their customers' needs and wants
  • Empowerment
  • Customer Service
  • Instrumental Support
  • Emotional Support
to increase customer satisfaction, purchase intentions, and positive work of mouth, through customers.
  • Why must companies worry about service recovery?
  • The CREST Method of Resolving Service Failures:
  • What are some of the ethical issues associated with marketing professional services?
  • Methods to Reduce Delivery Gaps:
The willingness to help customers and provide prompt service
  • Empathy
  • Responsiveness
  • Tangibles
  • Reliability
A characteristic of a service: its quality may vary because it is provided by humans
  • Variability
  • Intangible
  • Inseparable
  • Perishability
The knowledge of and courtesy by employees and their ability to convey trust and confidence
  • Tangibles
  • Inseparable
  • Intangible
  • Assurance
An ongoing marketing research system that collects customer inputs and integrates them into managerial decisions.
  • Voice-Of-Customer Program
  • Instrumental Support
  • Empowerment
  • Service Recovery is acheived by:
A Characteristic of a service; it cannot be touched, tasted, or seen like a pure product can.
  • Tangibles
  • Intangible
  • Variability
  • Inseparable
In context of service delivery, means allowing employees to make decisions about how service is provided to customers
  • Empowerment
  • Delivery Gap
  • Inseparable
  • Knowledge Gap
Results when a service fails to meet the expectations that customers have about how it should be delivered.
  • Service Quality
  • Delivery Gap
  • Service Gap
  • Knowledge Gap
The area between customers' expectations regarding their desired service and the minimum level of acceptable service-that is, the difference between what the customer really wants and what he or she will accept before going elsewhere.
  • Tangibles
  • Communication Gap
  • Customer Service
  • Zone of Tolerance
The ability to perform the service dependably and accurately
  • Responsiveness
  • Variability
  • Reliability
  • Perishability
The caring, individualized attention provided to customers.
  • Responsiveness
  • Empathy
  • Reliability
  • Assurance
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