Now You See It... Or Not!
What does it mean when we say services are intangible?
What is service refers to what consumers buy that is not visible?
What is the knowledge gap in service delivery?
What is the difference between customer expectations and management's perception of those expectations?
What are the five dimensions of service quality?
What is Reliability, Responsiveness, Assurance, Empathy, and Tangibles?
Why is service recovery critical for businesses?
What is can turn a dissatisfied customer into a more loyal advocate than if no error had occurred?
What challenge does inseparability pose for service marketers?
What is the requirement that the customer and provider must both be present for the service to occur?
What is the standards gap?
What is the difference between management's understanding of customer expectations and the development of customer-driven service designs and standards?
What does the zone of tolerance refer to?
What is the range between a customer's desired level of service and the minimum adequate level they are willing to accept?
What is distributive fairness?
What is often contrasted with procedural fairness and interactional fairness?
Why is heterogeneity a concern in service quality?
What is the delivery gap?
What is the difference between a company's service quality specifications and the actual service delivered to the customer?
What is a voice-of-customer (VOC) program?
What is the process of capturing, analyzing, and acting on customer feedback to improve products and services?
What is procedural fairness?
What is the idea that the process used to reach a decision is just as important as the decision itself?
What does it mean that services are perishable?
What is the inability of services to be stored or saved for future use?
What is the communications gap?
What is the difference between a company's external promises and the actual service it provides?
Which service quality dimension do customers value the most?
What is Reliability?
What’s one way to resolve service failures quickly?
What is empowering frontline employees to solve problems on the spot?
Why are amusement parks and restaurants examples of hybrids on the service-product continuum?
What is they provide an approximately equal mix of tangible goods and intangible services?
Name one way to reduce the delivery gap.
What is improving demand forecasting accuracy?
How can firms evaluate service quality?
What is services are intangible, but firms typically use several established frameworks and methods to measure it?
How can firms involve customers in service recovery?
What is process involves engaging the aggrieved party to help determine the appropriate compensation or solution following a service failure?