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The extent to which customers are willing to accept variation in service performance is called- Options Desired service Adequate service Zone of tolerance None of the above
The extent to which customers are willing to accept variation in service performance is called zone of tolerance.
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Asked 11/27/2014 12:07:40 AM
Updated 11/27/2014 2:18:25 AM
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The extent to which customers are willing to accept variation in service performance is called zone of tolerance.
Added 11/27/2014 2:18:25 AM
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__________ encounters are a direct human contact. Options Phone encounters. Face to face encounters. Remote encounters. None of the above
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Updated 11/27/2014 2:09:04 AM
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Face to face encounters are a direct human contact.
Added 11/27/2014 2:09:04 AM
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_______ is the response of employee to problem customers or uncooperative customers. Options Coping. Spontaneity. Adaptability. None of these.
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Updated 11/27/2014 2:09:48 AM
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Coping is the response of employee to problem customers or uncooperative customers.
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________________ intensifiers are temporary individual factors that make a customer aware of the need of the service. Options Transitory service. Perceived service. Total service. None of the above
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Updated 11/27/2014 2:21:06 AM
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Transitory service intensifiers are temporary individual factors that make a customer aware of the need of the service.
Added 11/27/2014 2:21:06 AM
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In gap 4, the service delivery does not match up to the service provider’s ____________. Options Internal communication. External communication. Understanding. None of these.
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Updated 11/27/2014 12:36:24 AM
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In gap 4, the service delivery does not match up to the service provider’s External communication.
Added 11/27/2014 12:36:24 AM
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Confirmed by jeifunk [11/27/2014 12:53:53 AM], Rated good by jeifunk
__________ is the level of service the customer will accept. Options Derived service Adequate service Common service None of these
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Updated 11/27/2014 2:22:19 AM
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Adequate service is the level of service the customer will accept.
Added 11/27/2014 2:22:19 AM
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