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Q. Added features to an offering are called …………… service features?

Q. ………….. Is about the normal work of creation, pricing, distribution, and promotion of service to customers.

Q. When there is little or no personal contract between customer and service provider. This is classified as

Q. The hierarchy-of-effects model contains awareness, knowledge,

Q. ……………… are the only service distributors which do not require direct human interaction

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 perceived consequences of a consumer s purchase decision are

Q. Which of the following is not one of the five dimensions that is measured by the SERVQUAL scale?

Q. If a firm is practicing …………… the firm is training and effectively motivating its customer-contract employees and all of the supporting service people to work as a team to provide customer satisfaction