Answer: Option B. -> Service Blueprinting
Service Blueprinting is a tool for simultaneously depicting the service process, the points of customer contact and the evidence of service from the customers point of view. A service blueprint is an operational planning tool that provides guidance on how a service will be provided, specifying the physical evidence, staff actions, and support systems / infrastructure needed to deliver the service across its different channels.

Answer: Option B. -> Processes used in carrying out the service
Compared with low-contact services, customers of high-contact services are more likely to judge service quality on the basis of Processes used in carrying out the service.

Answer: Option B. -> Tangible clues
In the absence of a physical product, service providers need to consider the use of tangible clues that enable customers to make a judgment on the service quality.

Answer: Option A. -> Electronic channels
Electronic channels are the only service distributors which do not require direct human interactions. Electronic channels overcome some of the problems associated with service inseparability and allow a form of standardisation not previously possible in most services.

Answer: Option B. -> Servicescape
Servicescape is the physical surroundings or the physical facility where the service is produced, delivered and consumed. Servicescape is a model developed by Booms and Bitner to emphasize the impact of the physical environment in which a service process takes place.

Answer: Option D. -> Practice
Practice is not generally accepted as being part of the extended marketing mix for services. The extended marketing mix is, as the name suggests, an extension of the marketing mix which was traditionally for products.

Answer: Option B. -> Experience qualities
Attributes where consumers can evaluate only during or after the consumption process is known as Experience qualities. An experience good is a product or service where product characteristics, such as quality or price, are difficult to observe in advance, but these characteristics can be ascertained upon consumption.

Answer: Option B. -> The service quality gap model
A tool for assessing the level of service quality based on the difference between users expectations and the service experience delivered is the service quality gap model. The Gap Model of Service Quality is a framework which can help us to understand customer satisfaction issues and how they arise.

Answer: Option C. -> Assurance
The element of service quality assurance is defined as 'the knowledge and courtesy of employees and their ability to convey trust and confidence'. Assurance refers to financial coverage that provides remuneration for an event that is certain to happen.

Answer: Option C. -> Direct marketing
Text messaging is a type of direct marketing promotion strategy. Direct marketing is one of the most effective methods. Results are clearly measurable. Turning marketing into a science is our goal, so in this article you will learn about the benefits of direct marketing online, examples and the steps to a successful campaign.