Exam 9: Service As the Core Offering

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.

When a service provider is willing and able to provide service quickly,it is said that the service has the characteristic of __________.

Services are produced and consumed at the same time and cannot be separated from their provider.This is the characteristic of _______.

Service failure,when properly handled through service recovery,does not necessarily impact customer satisfaction.

The service-profit chain is designed to help managers better understand ____________.

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

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

Service jobs have _________ in the United States over the last 30 to 40 years.

___________ represents a formalization of the measurement of customer expectations of a service compared to perceptions of actual service performance.

The face-to-face time between customer and service provider is often called the ________.Most customer judgments take place at this time.

The service-profit chain identifies that increases in service through the cultivation of employees leads to higher customer costs and the potential erosion of profits.

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.

A service is a product in a sense that it represents a bundle of benefits that can satisfy customer wants and needs,yet it does so __________.

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

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

____ is(are)the knowledge and courtesy of employees,and the ability to convey trust and build a customer's confidence in the quality of the service.

Big investments made in continuous training,retraining,and good management of employees leads to ______________.

Asok,a college student,tells his friends about a new bar and grill in town and tells them they need to try it.Asok is known as ________.

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

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