51.
__________cost refers to the product’s purchase cost plus the discounted cost of maintenance and repair less the discounted salvage value.

52.
Successful service companies focus their attention on both their customers and their employees. They understand ___________, which links service firm profits with employee and customer satisfaction.

53.
If a firm is practicing ___________, the firm is training and effectively motivating its customer-contact employees and all of the supporting service people to work as a team to provide customer satisfaction.

54.
According to Parasuraman, Zeithaml & Berry, the most important determinant of service quality is:

55.
The extended marketing mix for services includes: People, Processes and _________.

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