A) a smaller empowerment gap
B) increased customer purchases and positive word of mouth
C) a full refund for the customer
D) a larger service gap
E) less instrumental support
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A) service providers need to be pleasant even if the customer is not.
B) smiling is contagious.
C) service providers should smile and not think.
D) life is too short to be ugly.
E) services are perishable but a smile is forever.
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A) service perceptions.
B) service efforts.
C) service quality.
D) service aspirations.
E) service feedback.
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A) the variability associated with service quality performance.
B) empowerment of employees to meet customers' needs.
C) procedural fairness.
D) specific service standards.
E) public relations to increase puffery.
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A) intangible
B) inseparable
C) heterogeneous
D) perishable
E) replenishable
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A) quality gap analysis
B) empowerment
C) zone of tolerance
D) standards analysis
E) voice-of-customer
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A) listening to the customer.
B) estimating the damage.
C) providing a fair solution.
D) resolving the problem quickly.
E) involving customers in the service recovery where possible.
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A) intangible.
B) inseparable.
C) heterogeneous.
D) renewable.
E) perishable.
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A) it has created an empowerment gap.
B) consumers will have a knowledge gap.
C) it creates a communication gap.
D) it needs to enact a voice-of-customer program.
E) perishability becomes a problem.
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A) empowering consumers.
B) providing support and incentives for their employees.
C) directing zone of tolerance limits for employees.
D) doing effective customer screening.
E) forcing rude customers to use technology.
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