Author: Anonymous

Match the 3 components of the SOR model to its appropriate example. 

TV commercials are an example of which of the 5 communication tools? 

A guest at the Marriot hotel complains to the front desk clerk about the air conditioner not working in her room.    This is an example of a ____________________ complaint. 

_______________________ is a breakdown in the delivery of a service and doesn’t not meet the customers expectations. 

The longer a service firm takes to correct a service failure, the more likely is it to NOT be effective.

Which of the following is an example of a professional service provider? 

____________________________communicates the firm’s positioning strategy to its target markets, including consumers, employees, stockholders, and suppliers for the purpose of achieving organizational objectives.

Which product is tangible dominant?

If you are developing a servicescape for a psychologist or therapist where you client might desire a warm intimate, what type of physical evidence might you use? 

Which of the following people would be considered contact personnel?