RATER 1
An encounter is an interaction or ________ meeting.
An encounter is an interaction or chance meeting.
________ in another person is assurance.
Confidence in another person is assurance.
_____________ is the ability of a business to react to changing conditions quickly & effectively.
Responsiveness is the ability of a business to react to changing conditions quickly & effectively.
Service encounters are affected by the
culture of the _________ in which they occur.
Service encounters are affected by the
culture of the country in which they occur.
Customers increasingly expect service providers to anticipate their ______ and deliver on them.
Customers increasingly expect service providers to anticipate their needs and deliver on them.
Companies need to ______ their brand to keep it fresh.
Companies need to change their brand to keep it fresh.
Having a good Service Recovery System
in place will _______ customer frustration.
Having a good Service Recovery System
in place will reduce customer frustration.
_____% of companies think they give good service, but only _____% of customers agree.
80% of companies think they give good service, but only 20% of customers agree.
Service is intangible – you cannot try it _______ you buy it.
Service is intangible – you cannot try it before you buy it.
Appearance of physical facilities, equipment, personnel, and communication materials means _____________.
Appearance of physical facilities, equipment, personnel, and communication materials means tangibles.
Culture refers to the shared ______ and beliefs of a group, which are often unspoken.
Culture refers to the shared values and beliefs of a group, which are often unspoken.
We talk about meeting, fulfilling, ________, living up to or anticipating someone’s expectations.
We talk about meeting, fulfilling, exceeding, living up to or anticipating someone’s expectations.
If service meets the customer expectations and it is _______, customers will be more loyal.
If service meets the customer expectations and it is easy, customers will be more loyal.
Another word for service failure is service ________.
Another word for service failure is service breakdown.
Confidence in another person is ___________.
Confidence in another person is assurance.
Tangibles can mean the ________ of staff.
Tangibles can mean the uniforms of staff.
The ability to perform the promised service dependably & accurately is ___________.
The ability to perform the promised service dependably & accurately is reliability.
Organizational culture refers to the ________ and beliefs shared by everyone in an organization.
Organizational culture refers to the attitudes and beliefs shared by everyone in an organization.
Companies have to consider customers’ _________ wants and needs.
Companies have to consider customers’ individual wants and needs.
The first moment of truth happens ______ the research.
The first moment of truth happens after the research.
Service breakdown is the _____ between the customer’s needs/expectations & the service provider’s performance
Service breakdown is the gap between the customer’s needs/expectations & the service provider’s performance
Tangibles in the ________ can mean huge windows with a view of the ocean.
Tangibles in the environment can mean huge windows with a view of the ocean.
Employees with ________ are approachable.
Employees with empathy are approachable.
Perception is individual. Some people see things as half _________. They are optimistic.
Perception is individual. Some people see things as half full. They are optimistic.
A general climate or ____________ develops
over time in the workplace.
A general climate or atmosphere develops
over time in the workplace.
Service ________ have to consider how they are perceived.
Service providers have to consider how they are perceived.
__________ customers doesn’t always make them more loyal.
Delighting customers doesn’t always make them more loyal.
It's a ________ gap if service was inadequate because employees were rude or unprofessional.
It's a delivery gap if service was inadequate because employees were rude or unprofessional.
Responsiveness is responding positively and ________.
Responsiveness is responding positively and quickly.
__________ is a kind of promise about the present & future that makes you feel safe.
Assurance is a kind of promise about the present & future that makes you feel safe.
There is a perception gap when a cat sees herself as a _______ in the mirror.
There is a perception gap when a cat sees herself as a lion in the mirror.
How the employees feel affects how they
_______ during the service encounter.
How the employees feel affects how they
behave during the service encounter.
Service providers also have to consider how effectively expectations are ______.
Service providers also have to consider how effectively expectations are met.
A brand creates an identity that _________ it from other brands.
A brand creates an identity that differentiates it from other brands.
When a promise is not met it is gap _____ .
When a promise is not met it is gap four. (external communication gap)
With a massage, the service and the __________ of it cannot be separated.
With a massage, the service and the experience of it cannot be separated.
Heterogeneity means the quality of hotels is not the ________.
Heterogeneity means the quality of hotels is not the same.
The ability to perform the promised service dependably & accurately is __________.
The ability to perform the promised service dependably & accurately is reliability.
The astronaut was sad because his ______ died.
The astronaut was sad because his wife died.
How the employees feel affects how they
________ during the service encounter.
How the employees feel affects how they
behave during the service encounter.
Getting a refund does not satisfy a customer if it is without an ________.
Getting a refund does not satisfy a customer if it is without an apology.
Giving the customer a travel voucher is a form of __________.
Giving the customer a travel voucher is a form of compensation.