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Questions and Answers
Services are activities that satisfy customer needs through tangible benefits.
False
The characteristics of services include the separation of services and the creator-seller.
False
Services are highly preservable and do not perish quickly.
False
Measuring the current quality of service involves evaluating the service gap between customer expectations and perceptions.
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The knowledge gap in service quality refers to the difference between customer expectations and customer understanding.
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The standard gap in service quality is also known as the communication gap.
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In service marketing, pricing services based on competition means setting prices according to supplier demands.
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Cost-plus pricing involves calculating the cost of the product only.
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The delivery gap in service quality can be caused by effective leadership.
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Simultaneous production and consumption is a characteristic unique to tangible products only.
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