Service quality encompasses the procedures, policies, and processes a firm uses to resolve customer service problems promptly and effectively.
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Question 2Reliability, responsiveness, and empathy are all dimensions of service quality.
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Question 3In order to effectively use a solutions perspective, business marketers need to define their unique capabilities and determine how to use them to help customers reduce costs, increase responsiveness, or improve quality.
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Question 4A solution-centered approach starts with the product and leads to a solution that satisfies customers.
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Question 5Business-to-business service firms are more likely to emphasize transactional strategies as opposed to relationship strategies.
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Question 6The actual performance by the service provider is of little relevance compared to the customer's perception of the service.
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Question 7For services, capacity is a substitute for inventory.
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Question 8The concept of tangibility helps the manager to focus clearly on the firm's total market offering.
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Question 9Product lifestyle services refer to services that facilitate the customer's access to a manufacturers product and ensure is functioning throughout the product's useful life..
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