81. Services cannot be stored. This describes the ___________characteristic of services.
82. Examples of pure tangible goods include all of the following EXCEPT:
83. __________describes the employee’s skills in serving the client.
84. SSTS refers to __________.
85. _____________ occurs when a company intentionally uses services as the stage, and goods as the props, to engage individual customers in a way that creates a memorable event.
86. Top firms audit service performance by collecting _________ measurements to probe customer satisfiers and dissatisfies.
87. The services a customer expects are called the ______service package.
88. 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:
89. Added features to an offering are called _________ service features.
90. The intangibility of services has implications for the choice of _________.
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