Exam 10: Service as the Core Offering

________ is the period during which a customer interacts in any way with a service provider.

A frequent Caesars guest who serves as a strong advocate for the Caesars experience to friends and acquaintances is referred to as a(n) ________.

A service-centered perspective is very consistent with a customer-centric approach in which people, processes, systems, and other resources are to be aligned to best serve customers.

When a customer cannot make a reasonable evaluation of the quality of a service even after use because they lack expertise, this relates to a service's ________ attributes.

A service cannot be experienced through the physical senses. This property represents the ________ of services.

Research indicates that investing in indifferent customers to improve their satisfaction truly maximizes their profitability to a brand.

One of the causes of switching behavior is unfair pricing.

Of the five dimensions of service quality, the ability to convey trust and build a customer's confidence in the quality of a service refers to ________.

A service is described as being inseparable because ________.

When a company follows a customer-centric philosophy with a high degree of customer orientation, it is likely to ________.

If a firm is considered customer-centric, it implies that the company ________.

As a characteristic of services, intangibility refers to the fact that a service ________.

As a dimension of service quality, reliability means that ________.

When Dominoes promises delivery within 30 minutes, but it actually takes 45 minutes, Dominoes is demonstrating gap 1: management's perceptions of customer service expectations versus actual customer expectations of service.

When a company underpromises but overdelivers with respect to its services, it is said to be practicing ________ management.

A negative gap between ________ nearly always points to management and employees simply not getting the job done. This could be due to vague performance standards, poor training, or ineffective monitoring by management.

Among the dimensions of service quality, tangibles refer to ________.

The percentage of jobs in the United States that are service-related is more than ________ of all jobs.

As discussed in the text, Caesars Entertainment has found that customers who fall into the zone of ________ spend considerably more money and provide a substantially greater return on customer investment than others.

Jonathon works in a hair salon. When a customer approaches him about a problem with a service she had purchased, he made excuses for the service provider and did not offer to help fix the problem. Jonathon demonstrated poor ________.