Of the connections between the customer and service provider, the __________ link represents those aspects of the service encounter that affect the customer's degree of loyalty to the service provider.
a. service delivery
b. customer satisfaction
c. customer-provider
d. Each of these represents those aspects of the service encounter that affect the customer's degree of loyalty to the service provider.
e. None of these represents those aspects of the service encounter that affect the customer's degree of loyalty to the service provider.
Question 2When must the disclosure document be delivered, according to the FTC Rule?
a. at the first personal, face-to-face meeting
b. 10 business days before the franchisee executes a binding legal document or makes any payment
c. whichever of these comes first
d. whenever the franchisor deems it appropriate
Question 3Customers who are too friendly or too helpful during a service encounter can produce a less than desired influence on other service patrons who are also experiencing the same service at the same time.
Indicate whether the statement is true or false
Question 4Balance, proportion, order, unity, and emphasis are the basic principles of design.
a. True
b. False
Indicate whether the statement is true or false
Question 5The idea behind crowdsourcing is to prevent ideas about a new brand from becoming public to consumers.
a. True
b. False
Indicate whether the statement is true or false
Question 6Of the connections between the customer and service provider, the __________ link represents the interactive nature of the services and is strengthened by providing satisfying service encounters with the customer.
a. service delivery
b. customer satisfaction
c. customer-provider
d. Each of these represents the interactive nature of services that is strengthened by providing satisfying service encounters with the customer.
e. None of these represents the interactive nature of services that is strengthened by providing satisfying service encounters with the customer.
Question 7What sort of disclosure document is required by the FTC Rule?
a. the format prescribed by the FTC
b. the UFOC, or uniform franchise offering circular
c. both of the above formats
d. one of the above formats
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