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Q. “All human actors who play a part in service delivery and thus influence the buyer’s perceptions: namely, the firm’s personnel, the customer and other customers in the service environment.”

Q. Service are characterized by all of the following characteristics except for …………….

Q. is an example of a service where the customer typically goes to the service

Q. A person injured in a motor vehicle accident will have health care expenses paid by

Q. One of the advantages of requiring employees to wear uniforms is that it reduces the customers’ perception of_______.

Q. Patients sitting in dental chairs are part of the element of the services marketing mix.

Q. “…….is the culture where an appreciation for good service exists and where giving good service to internal as well as ultimate, external customers is considered a natural way of life and one of the most important norms by everyone.”

Q. The service-quality model identifies………….. gaps that result in unsuccessful delivery.

Q. If the customers views service as ……………. They care more about price than provider.

Q. In order to improve the process and performance of the company towards the customers, they should try to