The global impact of Covid-19 affected many service providers. Which of the following was LEAST impacted in a negative way?

If customers believe they have multiple service providers to choose from, or if they can provide the service for themselves, their levels of________ are higher than those of customers who believe it is not possible to get better service elsewhere.

When its sales were declining, Canadian Airline conducted a marketing survey to understand the expectations of the business traveler, its target market. It learned business travelers resent that they are bosses in their own offices but are totally controlled by the whims of the airlines when they travel. If Canadian Airline had only surveyed former customers who were still in their database, it would have used which service recovery strategy?

The Atlanta Kroger Marketing Area (KMA) publishes a monthly newsletter, Hot Off the Press, to provide information to its employees about food safety and preparation, changes in store policy and exceptional service encounters and the employees who were involved in these encounters. This newsletter is an example of

When is a service guarantee inappropriate?

Traditionally, the service characteristic of inseparability usually meant providers and/or customers had to be physically present in an service encounter. Which has had the greatest impact on customer expectations and perception during Covid-19 when this was often not possible?

Many carwashes offer free replacement washes to car owners if it rains or snows within 24 hours of when they had their cars cleaned at the carwash. Because people who would take advantage of this service guarantee are the ones that are concerned about the appearance of their car, this service guarantee

________ is the level of service that customers believe they are likely to get during an impending transaction or exchange.

Often,________ are created by providing customized services to the client that are technology based and make the customer more productive.

New Bedford College has a two-year masters degree program designed for special education teachers. Thirty-five students enter the program each fall. The education department requires that the 35 students take the same classes. Classes are made available in sequence. If Beth wanted to take only one special education class to get her a teaching certificate in learning disabilities (LD), she would be unable to because she would not be able to participate in any carry-over projects from previous classes (This is a common teaching tool for the New Bedford education department faculty.). New Bedford College will avoid setting up a relationship with Beth because