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Gundo M
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Decks in this class (11)
Chapter 1: A Marketing Perspective on Service
What is the underlying philosophy...,
What are the characteristics that...,
What is the definition of a service
17
cards
Chapter 2: Technology And It's Use In Services Marketing
What is the fourth industrial rev...,
What is the influence of technolo...,
What is the 4ir characterized by
16
cards
Chapter 3: The Management Of Service Quality
Define the concept of quality,
What are the perspectives on quality,
Explain the relevance of quality
25
cards
Chapter 4: Service Development And Design
What are the unique demands of se...,
What are the risks associated wit...,
What are the dimensions that have...
20
cards
SU 5: The Service Delivery Process
Customize evaluation of the quali...,
____ forms the core of the servic...,
What is defined as the level of i...
18
cards
SU 6: Managing Employees Roles In Service Delivery
What can negative customer experi...,
Explain service culture,
Explain corporate culture
31
cards
SU 4: Service Development and Design
0
cards
*SU 7: Managing Customers Roles In Service Delivery
Define customer,
One of the distinguishing feature...,
Customer participation is also re...
15
cards
SU 8: The Role Of The Physical Environment In Service Delivery
Define tangibles,
Define physical evidence,
What is an example of physical ev...
9
cards
SU 9: Building Customer Relationships And Loyalty
What is a relationship,
What are the two components of re...,
What are the types of relationships
11
cards
SU 10: Service Recovery
Define service failure,
What are examples of service fail...,
How can typical customer complain...
8
cards
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bmar 211
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