The term servicescape refers to the:
A. contribution of a customer in obtaining services.
B. free services that come with a product.
C. environment in which customer service employees are trained.
D. environment in which a customer and service provider interact.
Answer: D
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In terms of the relationship between message strategies and the hierarchy of effects model, conative message strategies are best suited to develop conviction and the actual purchase of a particular product or brand
Indicate whether the statement is true or false
In contrast to advice that lawyers typically offer about a crisis, public relations professionals would advise that you ________
A) tell as little as possible as often as possible B) say nothing of substance and say it very slowly C) provide prompt, frank, and full information D) speculate if necessary in media interviews
"Exceptions" involve supplementary services that fall outside the routine of normal service delivery
Indicate whether the statement is true or false
The United States is comprised largely of immigrants who have worked intently at retaining their traditional customs and language while still sharing in the common culture. Which of the following terms best describes this situation?
a. Melting pot b. Internationalization c. Mosaic d. Globalization