Chapter 4 Quiz The external customer who receives the company’s services includes Supplier Partner Other department End consumer Which of the following components is not part of Service Quality? Reliability Price Responsiveness Tangibles What assessments are formed from judgment of service quality? Outcome quality Interaction quality Physical environment quality All the above What are the outcomes of customer satisfaction? Increase customer loyalty Positive word-of-mouth communications Increase revenues and return to shareholders All the above Of the five dimensions of service Quality, which doesn’t belong? Reliability Assurance Intangible Tangible What opportunities are created from Service Encounter? Build trust Reinforce quality Build personal brand identity Increase loyalty The common themes in critical Service Encounters Research for is: Recover Employee response to service delivery system failure Employee response to problem customers Employee response to customer needs and requests Unprompted and unsolicited employee actions and attitudes
Chapter 4 Quiz The external customer who receives the company’s services includes Supplier Partner Other department End consumer Which of the following components is not part of Service Quality? Reliability Price Responsiveness Tangibles What assessments are formed from judgment of service quality? Outcome quality Interaction quality Physical environment quality All the above What are the outcomes of customer satisfaction? Increase customer loyalty Positive word-of-mouth communications Increase revenues and return to shareholders All the above Of the five dimensions of service Quality, which doesn’t belong? Reliability Assurance Intangible Tangible What opportunities are created from Service Encounter? Build trust Reinforce quality Build personal brand identity Increase loyalty The common themes in critical Service Encounters Research for Recover is: Employee response to service delivery system failure Employee response to problem customers Employee response to customer needs and requests Unprompted and unsolicited employee actions and attitudes
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