Multiple Choice
According to Maister's Second Law of service, ________.
A) perceptions minus expectations equal the level of customer satisfaction
B) first impressions can influence the remainder of the service experience
C) quality in the service industry is essentially free
D) a waiting customer cannot be satisfied
Correct Answer:
Verified
Correct Answer:
Verified
Q14: Supermarkets can be described by which of
Q15: Multiple queue configuration may deter balking behavior.
Q16: According to Maister, which of the following
Q17: Which of the following is not an
Q18: When the number of arrivals per unit
Q20: The time a consumer will spend waiting
Q21: Which of the following is not an
Q22: For a single channel queuing system with
Q23: One advantage of the multiple queue compared
Q24: The main advantage of the multiple queue