Service Environment/Emirates
What model explains how the service environment shapes customer perceptions?
Servicescape model
Is service quality broader or narrower than satisfaction?
Narrower
Most important RATER dimension?
Reliability
What is a “moment of truth”?
Customer–firm interaction
Qualities evaluated after consumption?
Experience qualities
Name one digital feature Emirates uses before purchase.
360° cabin views / ICE playlist / menus
Name one factor influencing satisfaction beyond service quality.
Price / emotions / situation / product quality
Which dimension relates to physical appearance?
Tangibles
Responding to failures = which theme?
Recovery
Why is service risk higher?
Intangible / variable / no returns
The A380 onboard bar mainly achieves what strategic goal?
User-generated content / social experience
Can high service quality still lead to dissatisfaction? Why?
Yes.....price, mood, etc.
Knowledge + trust = which dimension?
Assurance
Flexibility to customer needs = which theme?
Adaptability
What is the evoked set?
Considered options
What are the three elements of the service environment?
Ambient conditions, space/function, signs/symbols
Which perception predicts loyalty?
Cumulative perception
Fast, helpful service reflects ________?
Responsiveness
Doing extra without being asked = which theme?
Spontaneity
Why is word-of-mouth important?
Hard to evaluate services
What is Emirates’ main future challenge?
Competition + sustainability expectations
Why is NPS controversial?
Not better at predicting growth
Most important dimension for small firms?
Empathy
Handling difficult customers = which theme?
Coping
What is positivity bias?
Good = whole firm, bad = individual