SSTS refers to __________. Options: A . &nbspService Standards Testing B . &nbspSelf- Service Technologies C . &nbspStandard Service Technologies D . &nbspSelf Service Treatments

SSTS refers to _________

Question

SSTS refers to __________.

Options:

A . Service Standards Testing

B . Self- Service Technologies

C . Standard Service Technologies

D . Self Service Treatments

Answer: Option B

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Question 1. Top firms audit service performance by collecting _________ measurements to probe customer satisfiers and dissatisfies.....by collecting _________ measurements to probe customer satisfiers and dissatisfies.

Question 2. The services a customer expects are called the ______service package.....

Question 3. The fact that a business traveller may have one very positive check-in experience at a hotel and then a very negative ch....different employee on a subsequent visit is evidence of service:

Question 4. Added features to an offering are called _________ service features.....

Question 5. The intangibility of services has implications for the choice of _________.....

Question 6. __________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 7. 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 8. 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 9. According to Parasuraman, Zeithaml & Berry, the most important determinant of service quality is:....

Question 10. The extended marketing mix for services includes: People, Processes and _________.....

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