What is tangibility?

A lifetime out-of-the-box experience

Reason Trader's Joes people all wear Hawaiian shirts

According Media Post, this percentage of people have used social media to connect with a brand

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 technology?

The customer is always right

Reason Customers in Amsterdam go to McDonald's with family

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:

The bucket theory of marketing holds that:

What is false?

One of the most important determinants of service quality

Reason you don't care about service when getting coffee at Panera/Dunkin'?

Technology can be useful in service delivery in many industries by facilitating the following aspects of delivery:

Benefits for firms of developing a loyal customer base include:

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.

Marriott and Mayo Clinic vs. Chik-fil-A and Apple

When a resort lives up to its name it is called this

Customer relationship building involves:

A database that tracks your health records creates this kind of bond

T/F People refers to employees providing services not customer?

Why you get annoyed when the salesperson follows you around the store

Cleanliness, sterile gloves and masks at a dental office result in this on one's part

____________percent of dissatisfied customers will complain to top
management in a service failure

A streaming service that gives you a great price and regular discounts creates this