Added features to an offering are called _________ service features. Options: A . &nbspExpected B . &nbspAugmented C . &nbspPrimary D . &nbspSecondary E . &nbspPerceived

Added features to an offering are called ________

Question

Added features to an offering are called _________ service features.

Answer: Option E

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Question 1. The intangibility of services has implications for the choice of _________.....

Question 2. __________cost refers to the product’s purchase cost plus the discounted cost of maintenance and repair less the disco....cost of maintenance and repair less the discounted salvage value.

Question 3. Successful service companies focus their attention on both their customers and their employees. They understand ________....which links service firm profits with employee and customer satisfaction.

Question 4. If a firm is practicing ___________, the firm is training and effectively motivating its customer-contact employees and ....people to work as a team to provide customer satisfaction.

Question 5. According to Parasuraman, Zeithaml & Berry, the most important determinant of service quality is:....

Question 6. The extended marketing mix for services includes: People, Processes and _________.....

Question 7. Which of the following is not an element of physical evidence?....

Question 8. Which of the following is not an element of people?....

Question 9. 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 10. 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.

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