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- The people who are least likely to complain tend to be better educated, have higher income, are more socially involved, and have more service knowledge * True False Fallacy 2. The ___ describes the phenomenon where customers who experience an excellent service __ after a ___ feel are even more satisfied than customers who had no problem in the first place * a. service recovery paradox - service recovery - service failure b. service recovery, service recovery paradox - service failure c. service recovery, service failure, service recovery paradox___ is a potential outcome of the gap between value proposition and service failure * a. service tiering b. service switching c. service recovery 2. Only highly satisfied or delighted customers who are in the zone of ___ will be truly loyal * a. defection b. indifference c. affectionWhich service improves the most of client’s use of its capabilities and resources to achieve organizational objectives? Group of answer choices: Audit Compilation Review Consulting
- Which of the following is NOT true of SERVQUAL ? a. SERVQUAL is a questionnaire b. All options are correct. c. Based on five dimensions of service quality d. Pairs expectation statement with a percebtion statement e. Records level of agreement or disagreement using 7 - point Likert scale18 In the e-service success factors, service-oriented success factors deal with how the e.services should be offered. Select one: a. True b. False12) In the e-service success factors, service-oriented success factors are primarily concerned with what services should be offered. Select one: a. True b. False
- 13 The use of mobile applications for user communication and interaction is a function-oriented example of e-service success factors. Select one: a. True b. FalseWhich of the statements is untrue a Customers want to be treated as part of a whole and the same, without differentiation b Customers know exactly what they want, and demand products just the way they want them C Customers want flawless service, and to be treated less like a number and more like individuals d Customers expect individualized, interactive and sophisticated approaches to CRMBased on the Service System Design Matrix, a higher degree of customer contact during the service: Group of answer choices A. Causes higher production efficiency. B. Leads to more sales opportunity. C. Generally requires more interpersonal skills. D. Both B and C are correct E. All of the above are correct
- Respond to the Discussion A discussion response is meant to allow a person time for personal reflection in order to respond thoughtfully to a topic following a group discussion in which ideas and thoughts were exchanged on a particular topic or issue. Discussion: Supply and demand is something that companies must understand and adapt with if they want to succeed. For a service specifically, this can be difficult because services cannot be stocked, or inventoried and they are often intangible which makes measuring levels of service subjective and sometimes difficult (Wirtz & Lovelock, 2018). Supply is the amount of service that can be provided at a certain time, and demand is the customer’s need of that service. Demand can sometimes be difficult to determine with a service. For example, a restaurant knows that they will probably be busier during prime lunch hours, and less busy from 2-5 before dinner. This means that they can staff accordingly. However, they never know quite how…Within the principles of the new model, it can be highlighted that one of the most important ones is related to: Select one: a. Sustaining outstanding benefits over time. b. Add value for customers. c. Both answers are correct.The development and maintenance of information resources is now the sole responsibility of the MIS department . Select one : True False