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If you want your customers to perceive that you are a successful and an expert in your field what type of physical evidence should you use?  

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

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

Which types of complaints are the MOST beneficial? 

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? 

Which product is tangible dominant?

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