13春学期《服务管理》在线作业

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1、13春学期《服务管理》在线作业Springsemester"servicemanagement/zonlinehomeworkTheproblemofchoiceischoiceOne,singletopic(10questions,total20points)・Themainindustryintheserviceindustryis()FirstindustrySecondinclustryThirdindustryBusinessservices一choice:CGolfcoursesbelongtotheservicepackforgolfservice

2、.A.support!ngfacilitieshelperExplicitserviceImplicitserviceThechoice:AInmostservicearguments,the()natureoftheserviceislistedasthemostimportantfeatureoftheserviceInvisibilitya.ThevolatilityofB.C.interactiveD.differencesThechoice:ABydefinition,serviceexposureismadeupofaseriesof()Critic

3、almomentA.advertisingB.thepromotionLivedemoThechoice:A一一一一一一一一一一一一——一一——————一一一Thetoothacheisgone,whichisintheservicepackageformedicalservices・A.supportingfacilitieshelperExplicitserviceImplicitservicechoice:CTheserviceeconomyreferstothevalueofservicescreatedbytheservicesectorasaprop

4、ortiongreaterthan()ofthegrossnationalproduct・A.30%B.40%50%C.A.60%一choice:CThecoregapintheservicequalitygapmodelis()ThecommunicationgapMarketinggapCustomergapStandardgap一choice:CTheskisareintheservicepackfortheskiresort・A.supportingfacilitieshelperExplicitserviceImplicitserviceThechoi

5、ce:BConfidentialityispartoftheservicepackageforgeneralservices・A.supportingfacilitieshelperExplicitserviceImplicitservicechoice:DThepromiseofserviceisalsocalled()ServicestandardsafetyServiceassuranceServicecontract一一choice:CSpringsemester"servicemanagement"onlinehomeworkTheproblemofc

6、hoiceischoiceTwo,multiple-choice(20questions,40minutes)・Themainfeaturesoftheserviceinclude()Invisibilitya.CustomerengagementA.canstoresexTheheterogeneityofD.Thechoice:ABDFourpossibleoutcomesofservicerecoveryinclude()CustomersatisfactionRepurchaseintentionC.CustomerperceivedqualityErr

7、orcompensationThechoice:ABCTherealcostofjob-hoppingisthelossof()and()thedeclineA.productivityCustomersatisfactionC.trainingA.attendanceThechoice:ABThethreeboundariesthatappearintheserviceblueprintare0TheexternalinteractionlineB.tothelineofsightC.internalinteractionD.acordonThechoice:

8、ABCAccording