Lesson 22 Flashcards
1
Q
Which type of management is a company practicing when it under promises and over delivers services
A
Customer expectations
2
Q
Service attributes can be displayed and three categories
A
Search attributes, experience attributes, credence attributes
3
Q
Search attributes
A
Aspects of an offering that are physically observable such as comparing clothing
4
Q
Companies must develop marketing strategies to consider the implications of their service attributes. Internal service quality, including workplace design, employee selection, and personal development, directly impact employee satisfaction and the customers experience
A
