Services Marketing

Showing posts with label Services Marketing. Show all posts

Showing posts with label Services Marketing. Show all posts

The responsibility of creating a favorable emotional customer response can take a toll on frontline service employees. T or F

The responsibility of creating a favorable emotional customer response can take a toll on frontline service employees. T or F

Answer: True

The decision to empower frontline employees requires that mid-level managers share some of their authority with their subordinates. T or F

The decision to empower frontline employees requires that mid-level managers share some of their authority with their subordinates. T or F

Answer: True

The first step in drawing a service blueprint is to identify the frontstage activity from the customers' perpectives. T or F

The first step in drawing a service blueprint is to identify the frontstage activity from the customers' perpectives. T or F

Answer: True

Service products that can be classified as physical goods have been classified into one of three categories. Which service product category consists of services that require customers to make comparisons across service providers before developing a choice preference?

Service products that can be classified as physical goods have been classified into one of three categories. Which service product category consists of services that require customers to make comparisons across service providers before developing a choice preference?

Answer: Shopping Services

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