Exam 10: Service as the Core Offering

A service blueprint borrows concepts from manufacturing and operations management to allow a service firm to ________.

Firms that are customer-centric exhibit a high degree of customer orientation, which means that they ________.

In a service blueprint, activities are divided between those above and those below the line of ________ to a customer.

Treating employees as customers and developing systems and benefits that satisfy their needs is called ________.

Of the five dimensions of service quality, empathy means considering things from a service provider's point of view.

Services possess several distinct characteristics that are different from those of physical goods, including intangibility, inseparability, variability, and perishability.

The fifth and final service gap involves customers' perceived service versus actual customer expectations of service.

The ________ of performance and consumption of services heightens the role of human service providers in a customer's experience.

A service is a product in the sense that it represents a bundle of benefits that can satisfy customer wants and needs with physical form.

The service-profit chain is designed to help managers better understand the key linkages in a service delivery system that drive ________.

Which gap in the Gap Model of Service Quality fundamentally represents customer expectations management through marketing communications?

Some business schools take the approach that the primary customers for their business are ________.

As noted in the text, Caesars Entertainment points with pride to the fact that everyone in the firm understands and can articulate its branding and values. This would be an indication that Caesars is devoted to ________.

One way to make a service more tangible is to have customers ________.

The basis of the gap model is the identification and measurement of differences in ________ key areas of the service delivery process.

The face-to-face time between customer and service provider is often called the ________ because that is when customer judgments take place

Services tend to exhibit high experience and credence attributes.

In a service blueprint, "moments of truth" occur below the line of visibility.

Fluctuating demand is related to ________ of services.

Particularly in a teamwork environment, such as a restaurant, the advantage of a service blueprint is that it ________.