The distance between a customer's expectations of a service and the perception of the service ...

The distance between a customer's expectations of a service and the perception of the service actually delivered is called the _____ gap.
 A) service
  B) knowledge
  C) standards
  D) delivery
  E) communication

Question 2

Financing arrangements are an example of a support service.
 
 Indicate whether the statement is true or false

Question 3

_________ are questions salespeople use throughout a sales dialogue to generate feedback from a buyer.
 Fill in the blank(s) with correct word

Question 4

All of the following are part of the logic for the position that satisfaction assists consumers in revising service quality perceptions except:
 A) Consumer perceptions of the service quality of a firm with which he or she has no prior experience is based on the consumer's expectations.
  B) Subsequent encounters with the firm lead the consumer through the disconfirmation process and revised perceptions of service quality are formed.
  C) Once service quality perceptions are fixed, additional encounters with the firm have little bearing.
  D) Revised service quality perceptions modify future consumer purchase intentions toward the firm.
  E) The sum of a customer's satisfaction over time with a single firm equals the customer's service quality perception.

Question 5

Porsche and BMW would most likely be positioned close to one another on a perceptual map.
 
 Indicate whether the statement is true or false

Question 6

Encouraging buyer feedback and focusing on creating value for the buyer are both keys to effective _________.
 Fill in the blank(s) with correct word

Question 7

____ is a short-term, transaction-specific measure.
 A) Customer satisfaction
  B) Focus group interviews
  C) Noncustomer research
  D) Service quality
  E) Customer retention