the intangible product

Question 1

factors differentiating services from goods

Answer 1

intangible
variability
inseparable
perishable

Question 2

the four service gaps

Answer 2

knowledge gap
standards gap
delivery gap
communication gap

Question 3

knowledge gap

Answer 3

customers expectations vs firms perception of expectations

Question 4

standards gap

Answer 4

firms perception of expectations vs the service standards it sets

Question 5

delivery gap

Answer 5

firms service standards vs actual service provided

Question 6

communications gap

Answer 6

actual service provided vs level of service that the firms promotion program promises

Question 7

evaluating service quality (5)

Answer 7

reliability
responsiveness
assurance
empathy
tangibles

Question 8

zone of tolerance

Answer 8

area between customers expectations and the minimum level of acceptable service

Question 9

service recovery

Answer 9

crucial follow-up step to unsatisfactory service delivery

Question 10

increase service recovery (3)

Answer 10

listening to the customer
resolve problems quickly
find a fair solution