service marketing

3. Behavior – What is the study of how consumers behave in service environments?
4. – What is an intangible activity or benefit provided to customers?
6. – What type of service is provided through technology without direct human involvement?
7. – What strategy focuses on offering personalized service experiences?
11. – What determines the level of customer satisfaction with a service experience?
13. – What promotional strategy encourages existing customers to bring new customers?
14. – What term describes the practice of retaining customers over time?
15. Model – What framework identifies the gap between expected and perceived service quality?
16. Service – What term describes the additional benefits that enhance a core service?
19. – What term refers to extra services that make the main offering more attractive?

1. – What term describes the overall customer experience during service delivery?
2. – What is the pricing strategy where customers pay in advance, such as for gym memberships?
5. – What is the strategy used to recover from service failures?
8. – What refers to the physical elements of a service, such as brochures or facilities?
9. – What is the process of creating, communicating, and delivering value to customers?
10. – What term refers to ensuring service meets promised standards consistently?
12. – What term is used for dealing with customer complaints effectively?
17. – What is the final step in service delivery where feedback is collected?
18. Evidence – What refers to the visible part of a service that customers interact with?
20. – Which element of the service marketing mix focuses on hiring and training employees?