GSM EXAM 1 QUESTIONS & ANSWERS 2024/2025
Services - ANSWERSDeeds,processes, and performances provided, co-produced, or co-created by one person for or with another person.
Characteristics of services - ANSWERSintangibility, inseparability, variability, perishability
Intangibility of serv...
Services - ANSWERSDeeds,processes, and performances provided, co-produced, or co-created by one
person for or with another person.
Characteristics of services - ANSWERSintangibility, inseparability, variability, perishability
Intangibility of services - ANSWERSservices cannot be seen, tasted, felt, heard, or smelled before
purchase
Perishability - ANSWERSServices cannot be stored for later sale or use
Inseparability - ANSWERSservices cannot be separated from their providers
Variability - ANSWERSquality of service depends on who provides them and when, where, and how
customer satisfaction - ANSWERSthe extent to which a firm fulfills a customer's needs, desires, and
expectations
customer expectations - ANSWERSbeliefs about service delivery that serve as standards or reference
points against which performance is judged
Three components of the guest experience - ANSWERSservice product, service setting, and service
delivery system
Service is: - ANSWERSintangible
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