Which of the following is one of the 4 unique characteristics of a service? 

____________________ is a distinguishing characteristic of services that reflects the variation in consistency from one service transaction to the next. 

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? 

During slow times, Ramey’s grocery store cross trains its’ stockers on operating the cash register.  This is an example of _____________________________.

Helen gets a pedicure from Nail Express. She is not happy at all with the finished product. She tells the nail technician she isn’t satisfied with the service. The technician doesn’t charge Helen for the service. Which recovery strategy did Nail Express implement?

____________________ is the difference between expectations and perception of actual service. 

On average, when one customer complains, how many customers have that same issue but didn’t complain? 

Businesses with satisfied customers are ________________ vulnerable to pricing competition. 

Welcome letters, newsletters, thank you cards for referrals are all examples of ________________________ for professional service providers to implement that build customer loyalty and brand image.

Which of the following services would be considered low-contact?