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Unformatted text preview: Chapter 1 Service Makes the Difference NAME ___________________________________________________ DATE _____________________________________ 1. When it comes to judging the quality of service, whose expectations are most important? a . the person receiving the service b. the staff member providing the service c. the staff member's boss d. the owner of the company 2. Good service is: a. work done for others. b. service that meets customer needs in the way that customers want and expect them to be met. c. activities performed by people for the benefit of others. d. service in which the staff members providing the service treat every moment of truth the same way. 3. In a service business: a. production and consumption are completely separate. b. services can be inspected for quality before they are consumed by customers. c. other customers are part of the service product. d. customers never see the service factory. 4. A SWOT analysis is an analysis: a. of a company's internal and external environments, looking for strengths, weaknesses, opportunities, and...
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This note was uploaded on 10/13/2011 for the course MGT 101 taught by Professor Karen during the Spring '11 term at Missouri State University-Springfield.
- Spring '11