According to Parasuraman, Zeithaml & Berry, the most important determinant of service quality is: Options: A . &nbspResponsiveness B . &nbspReliability C . &nbspAssurance D . &nbspEmpathy E . &nbspTangibles

According to Parasuraman, Zeithaml & Berry, the most important determinant of se

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According to Parasuraman, Zeithaml & Berry, the most important determinant of service quality is:

Answer: Option B

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Question 1. The extended marketing mix for services includes: People, Processes and _________.....

Question 2. Which of the following is not an element of physical evidence?....

Question 3. Which of the following is not an element of people?....

Question 4. Standardized and customized flow of activities, simple and complex number of steps and customer involvement by which a s....involvement by which a service is delivered is called –

Question 5. All human actors who play a part in service delivery and thus influence the buyers perceptions: namely, the firms person....personnel, the customer and other customers in the service environment.

Question 6. __________ is the environment in which the service is delivered and where the firm and customer interact and any tangibl....tangible components that facilitates performance or communication of the service.

Question 7. ____________ is a tool for simultaneously depicting the service process, the points of customer contact and the evidence....the evidence of service from the customers point of view.

Question 8. __________ is the physical surroundings or the physical facility where the service is produced, delivered and consumed.....physical facility where the service is produced, delivered and consumed.

Question 9. In the absence of a physical product, service providers need to consider the use of __________ that enable customers to ....enable customers to make a judgment on the service quality.

Question 10. ___________ are the only service distributors which do not require direct human interactions.....

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