Services are known to be difficult to price. This problem is an implication af Select one a Intangibility b. Simultaneous production and consumption Perishability d. Heterogeneity If a firm has an insufficient relationship focus, it may cause a Select one a Listening gap b. Services design and standards gap c. Communication gap d. Services performance gap The minimum level of service that the service provider must offer and what the customer is willing to accept is called Select one: a. Zone of tolerance b. Desired service Derived service expectation d. Adequate service Research for upward communication aims to Select one: a. use critical service examples to improve the service b. collect information to be used in staff training C. collect information from customers and employees for the management d. encourage customers to make complaints Which one of the following is NOT a common cause behind serce switching? Select one a. Service encounter failure Ob Pricing c Lack of guarantee d. Core service failure A lack of responding to customer complaints or lack of providing a service recovery's part of Select one a Services design and standards gap b. Services performance gap . Listening gap d. Communication gap The biggest Spinneys supermarket in the UAE is located in Dubai Motor City. Customers love the supermarket but complain a lot because there is no parking lot for them to park their cars. This problem is caused by a Select one: a. Services performance gap b. Listening gap c. Services design and standards gap d. Communication gap One characteristic of services is that typically they cannot be returned or resold. This problem is an implication of Select one: a. Perishability b. Intangibility c. Heterogeneity d. Simultaneous production and consumption Customers typically expect the service provider's premises to be clean and appealing Which of the 7Ps this describes? Select one a Product b. Physical evidence c People d. Process Talabat is an online food ordenng platform. Once the customer orders food, he receives an instant message in return about the order and also the estimated delivery time. The customer can also start an online chat with one of the employees who are willing to help with any problems in the ordering process. This is an example of Select one: a Responsiveness b. Assurance c. Reliability d. Empathy e Tangibles Many banks nowadays assign a designated personal banket for the lowalcustomers in order to make the customers feel safer in their bank transactions as they all handle all their banking through one person. This is an example of Select one a Tangibles b. Empathy Assurance d. Responsiveness e Reliability Which of the following statements of zone of tolerance is NOT true? Select one: a. Zone of tolerance can result from overpriced services b. Zone of tolerance can vary among people c. Zone of tolerance can vary depending on the type of service d. Zone of tolerance can change over time Rose Salon is a beauty salon. It offers aromatherapy massages as its main service. The place is very clean and nicely decorated and they offer a list of the most popular services that customers prefer . However, there are some senous deficiencies in its HR policies as the massage therapists are under-paid. This has resulted into a situation that the massage therapists are not doing their job very well and customers can leel it This is causing a Select one a Services design and standards gap b. Services performance gap c Listening gap d. Communication gap