Exam 13: Services: the Intangible Product

A __________ gap is the difference between the firm's service standards and the service it provides to customers.

Explain the concepts of distributive fairness and procedural fairness.Give an example of each.

In training service providers,service quality goals should be general to allow for the various needs of consumers.

Sam was called in to meet with his boss,Tricia.He was afraid he was going to be fired for the mistake he had made dealing with an important customer of the store.Instead,Tricia explained that he had handled the situation well,listening to the customer and finding a fair solution.Tricia commented,"Even more important,working the way you did to correct the error could result in __________."

Which of the following is not a recommended strategy for service recovery?

A __________ gap reflects the difference between customers' expectations and the firm's perception of those customer expectations.

When marketers state that services are ____________,they are referring to the fact that services are not always of the same quality from one time period to another or from one service provider to another.

Sometimes all that needs to be done to satisfy a customer complaint is to listen to the customer.