Which of the following are direct measures of customer satisfaction? 

Which area of a Doctor’s Office should be a top priority when developing the physical evidence  because it dramatically influences the perception and impression of the service? 

Tim has his car detailed by Wash and Wax Detailing. When Tim picks up his vehicle, the passenger floor mats are still dirty and have not been cleaned. Tim alerts a worker about the problem. The worker quickly tells Tim that he will vacuum and clean the passengers side immediately. Which recovery strategy did Wash and Wax Detailing implement? 

Match the 3 components of the SOR model to its appropriate example. 

Which types of complaints are the MOST beneficial? 

_______________________ is a breakdown in the delivery of a service and doesn’t not meet the customers expectations. 

The longer a service firm takes to correct a service failure, the more likely is it to NOT be effective.

Which of the following is an example of a professional service provider? 

High-turnover areas don’t usually cause service failures. 

Which product is tangible dominant?