____________________ 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? 

Which of the following marketing challenges is created from intangibility? 

Which of the following locations would be ideal for a lawyer specializing in medical malpractice? 

______________________________ form the first impression and sets expectations for the customer.

Screen Repair Depot repairs broken smartphone and tablet screens at the lowest price in the area. Their position strategy is affordable solution for damaged devices for price sensitive consumers primarily parents with teenagers or college students.   Select an appropriate message for their positioning strategy. 

Positive  word-of-mouth results in ______________________.