109) The environment in which service is delivered is referred to as the ________.A) service encounterB) servicescapeC) onmichannelD) operational factorE) locational factorAnswer: BDifficulty: EasyLO: 12.6: Understand the marketing of services and other intangibles110) Which of the following is an instrument to measure consumers' perceptions of service quality?111) Tangibles, reliability, responsiveness, assurance, and empathy are the five dimensions of service quality used in which of the following?
112) Which of the following is NOT true about the SERVQUAL scale?113) When using the SERVQUAL scale, a store focused on employee willingness to help customers and provide prompt service would likely pay the most attention to the results in the ________ dimension.A) creativityB) empathyC) assuranceD) responsivenessE) reliabilityAnswer: DDifficulty: ModerateLO: 12.6: Understand the marketing of services and other intangiblesAACSB: Interpersonal relations and teamwork114) Karen likes using the SERVQUAL scale to measure her clients' perception of the quality of her hair styling salon because it includes assessing ________, which involves the physical facilities and equipment and professional appearance of the stylists. These aspects are very important for the comfort of her clients.
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- Summer '17
- Prof Farshad Salman