Question: 1. A critical factor in ensuring customer satisfaction; A. Implement internal marketing B. Provide a great servicescape C. Delivering in terms of promises made D.

1. A critical factor in ensuring customer satisfaction;

A. Implement internal marketing

B. Provide a great servicescape

C. Delivering in terms of promises made

D. Train and develop front-line staff

2. Which ONE of the following fall under the classification of Equipment-based services?

A. Skilled labour

B. Unskilled labour

C. Professionals

D. Unskilled operators

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