All human actors who play a part in service delivery and thus influence the buyers perceptions: namely, the firms personnel, the customer and other customers in the service environment.
A). Process
B). Physical environment
C). People
D). Place
__________ is the environment in which the service is delivered and where the firm and customer interact and any tangible components that facilitates performance or communication of the service.
A). Physical evidence
B). Process
C). Place
D). People
Standardized and customized flow of activities, simple and complex number of steps and customer involvement by which a service is delivered is called –
A). Place Mix
B). Physical evidence mix
C). Process mix
D). People mix
Which of the following is not an element of people?
A). Motivation
B). Teamwork
C). Flow of activities
D). Customer training
Which of the following is not an element of physical evidence?
A). Employee Dress
B). Employee Training
C). Equipment
D). Facility Design