Exam 7: Service Processes

What are the physical resources that must be in place before a service can be offered called?

A service business is an organization whose primary business requires interaction with customers to produce the service.

A service system with a high degree of customer contact is less difficult to control than a low degree of customer contact service system.

An implicit service is readily observable by the senses.

When recovering from a defective service encounter a botched task calls for material compensation.

Describe the role of service guarantees from the marketing and the operations perspective.