Asking a consumer to wear a seat belt is an example of an exchange of?
a. old behavior patterns
b. economic assets
c. time and money
d. values
e. Opinions
A
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Credence qualities of a service are difficult to evaluate before purchase, but easy to evaluate after consumption
Indicate whether the statement is true or false
Service blueprints ____________, and how these are supported by backstage activities and systems
a. enhance servicescape features such as furniture and lighting b. complicate employee handling of special requests c. clarify the interactions between customers and employees d. enhance customer technical know-how e. diminish customer complaining capacity
Which of the following is true about a value statement?
a. It forms the basis for the mission statement. b. The values contained in the statement must be quantifiable. c. It identifies what aspects are important to the company. d. It focuses on the company's long-range plans.
Which of the following is not one of the emerging technologies being used to better
serve customers today? a. Internet b. 1-800 numbers c. Face-to-face encounters d. Call centers