To make car maintenance service more tangible to consumers, Speedi-Lube has added a large diagram on one of the waiting room walls of its service centers that shows the underside of an automobile and identifies all of the lubrication points and exactly what work is being done to the car. As part of its physical evidence strategy, Speedi-Lube has:
A. Updated and modernized its ambient evidence
B. Identified physical evidence opportunities
C. Mapped the physical evidence of the service
D. Clarified the roles of the servicescape
E. Recognized the strategic impact of physical evidence
Answer: B
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Indicate whether the statement is true or false
How well services meet customer expectations is called ____.
A. effectiveness B. efficiency C. quality D. customer satisfaction
Good grooming helps ensure that you make a positive first impression in your communication with others
Indicate whether the statement is true or false
Business objectives might relate to:
a. Maximization of profits b. Increasing sales revenues c. Growth in market share d. All of the above