| How can I help you? | Service with a Smile | Mind the Service Gaps | Customer Retention | Relationship and Loyalty |
|---|---|---|---|---|
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What is tangibility?
Fast foods fall in the middle of this spectrum
|
A lifetime out-of-the-box experience
What can make a customer for life?
|
Reason Trader's Joes people all wear Hawaiian shirts
What is closes the physical evidence and Services gap?
|
According Media Post, this percentage of people have used social media to connect with a brand
What is 87%?
|
I always visit the Dunkin' Donuts near my house. The Wi-Fi is always terrible but it's literally around the corner and on my way to anywhere. I am this kind of customer
What is iron (not lead or gold...)
|
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What is Technology?
This is not a hinderance to effective services provision
|
The customer is always right
What is false?
|
Reason Customers in Amsterdam go to McDonald's with family
What is to fill personal needs?
|
Every time I go to the Mark Twain Diner, I can get an omelet exactly the way I like it. This dimension of service quality is called:
What is responsiveness?
|
The bucket theory of marketing holds that:
The more you invest in relationship building strategies, the more customers
you will retain in the long-run. |
|
What is False?
T/F Medical care service quality is never judged on qualities of assurance and
tangibility. |
One of the most important determinants of service quality
What is reliability?
|
Reason you don't care about service when getting coffee at Panera/Dunkin'?
What is minimum tolerable service?
|
Technology can be useful in service delivery in many industries by facilitating the following aspects of delivery:
What is Recovery?
|
Benefits for firms of developing a loyal customer base include:
Increased purchases, lower costs, word of mouth (WOM)
|
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T/F An important "P" of services marketing is Physical Evidence which basically
includes everything from business cards to the layout of the physical location.
What is true?
|
Marriott and Mayo Clinic vs. Chik-fil-A and Apple
What are PURE service companies?
|
When a resort lives up to its name it is called this
What are explicit promises?
|
Customer relationship building involves:
Understanding customers more in depth
|
A database that tracks your health records creates this kind of bond
What is structural?
|
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T/F People refers to employees providing services not customer?
What is false?
|
Why you get annoyed when the salesperson follows you around the store
What are homogenous services?
|
Cleanliness, sterile gloves and masks at a dental office result in this on one's part
What are higher service quality expectations?
|
____________percent of dissatisfied customers will complain to top
management in a service failure
What is 1-5%
|
A streaming service that gives you a great price and regular discounts creates this
What is a financial bond?
|
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