11. According to Parasuraman, Zeithaml & Benny, the most important determinant of service quality is:
12. The moments of interaction between the customer and the service firm are called:
13. Services that do not meet customer expectations are called:
14. The difference between desired service and the level of service considered adequate is known as
15. Service failures involving problematic customer include _________.
16. What are the five principle dimensions to judge service quality?
17. Consumer complaints tend to be:
18. A firm's reaction to a customer complaint that results in customer satisfaction and goodwill is called a:
19. The difference between which two expectation standards is the zone of tolerance?
20. In a services context, distribution embraces all of the following elements EXCEPT ___________.
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