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Frost Frost
wrote...
Posts: 303
7 months ago

Question 1.

There are three steps service firms can take to increase quality control. Which of the following is NOT one of these steps?

• Monitor customer satisfaction

• Invest in good hiring procedures

• Standardize the service-performance process

• Invest in good training procedures

• Reduce customer contact points

Question 2.

A ________ is a tool that allows service providers to simultaneously map out the service process, the points of customer contact, and the evidence of service from the customer's point of view.

• tangible good

• communication material

• service guarantee

• credence quality

• service blueprint
Textbook 

Marketing Management


Edition: 13th
Authors:
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Answer verified by a subject expert
BtllllllBtllllll
wrote...
Posts: 340
7 months ago
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Answer 1

Reduce customer contact points

Answer 2

service blueprint
1

Related Topics

wrote...
7 months ago
Helps a lot... Now I'm ready for my quiz
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