46.
Top firms audit service performance by collecting _________ measurements to probe customer satisfiers and dissatisfies.

47.
The services a customer expects are called the ______service package.

48.
The fact that a business traveller may have one very positive check-in experience at a hotel and then a very negative check-in experience with a different employee on a subsequent visit is evidence of service:

49.
Added features to an offering are called _________ service features.

50.
The intangibility of services has implications for the choice of _________.

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