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Q. …………… is the physical surroundings or the physical facility where the service is produced, delivered and consumed

Q. Customer frustration resulting from receiving poor service is most similar to

Q. . ……………is the difference between customer expectations and perceptions.

Q. __________ is the study of the use of physical evidence to create service environments and their influence on the perceptions and behaviours of individuals

Q. ………… describes the employees skill in serving the client

Q. The difference between desired service and the level of service considered adequate is known as

Q. People have to physically present themselves so that they become immersed within the service process. This type of service process is referred to as

Q. SERVQUAL model was developed and implemented by the ……………..

Q. Which of the following is difficult to evaluate?

Q. Which one of the following stages of the marketing research process is most expensive?