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