Exam 10: Service as the Core Offering

An organization's focus on internal service quality implies that employees ________.

One of the central concepts of the service-profit chain is to ________.

In which of the following gaps of the Gap Model of Service Quality can a lack of the right customer data wreak havoc on service delivery?

Once a firm has invested in continuous process improvement and quality control in operations, goods, in general, tend to be much more ________ than services.

It is widely accepted that today we operate in an economy that is increasingly focused on tangible offerings-goods-instead of just services.

Which of the following is one of the characteristics of services?

Sometimes, customers can tell if they received good service. For example, vacations, haircuts, and restaurants all have ________ attributes that allow customers to decide whether they will repeat the purchase another time.

Customer trial is one way to overcome the problem of marketing an intangible service.

The assessment of which of the following attributes would require customers to have expertise not generally shared by the public?

Many firms are reluctant to invest in great service, largely because ________.

In today's workplace, everyone is involved in service in some way, and everyone has customers either outside or inside the firm, or both.