1. Self-service has evolved from machine-assisted to Internet-facilitated.

a. true

b false

2.The servicescape can influence perceived quality.

a. true

b. false

3.Fixing service-process problems before they affect the customer could be classified as another component to the systematic-response approach.

a. true

b false

4. When customer expectations are confirmed by perceptions, service quality is considered satisfactory.

a. true

b false

5 A service guarantee becomes a service winner when it covers all aspects of the service.

a true

b false

6. From a marketing perspective, services, unlike goods, involve transfer of ownership.

a true

b false