Study Unit 5 In Depth

Question 1

Assurance

Answer 1

Knowledge,skill & courtesy of employees

Question 2

Empathy

Answer 2

Caring & degree to witch consumers receive individualised service from employees

Question 3

Reliability

Answer 3

Ability to perform a promised service dependently & accurately

Question 4

Responsiveness

Answer 4

Willingness of provider to listen to the customer

Question 5

Tangible

Answer 5

Physical activities, equipment and appearance of staff

Question 6

Self-service and electronic channels

Answer 6

1. Customers who are more knowledgeable about service will be more confident using self-service & electronic channels
2. Customers with strong need for convenience prefer self-service & electronic service delivery channels

Question 7

Personal channels

Answer 7

1. Customers typically rely more on personal channels when buying complex services
2. Customers with strong social needs may prefer personal channels