1) Service concept is: A) A shared understanding of what the organization provid
ID: 392549 • Letter: 1
Question
1) Service concept is: A) A shared understanding of what the organization provides and the customer B) A shared understanding of business proposition hetween the organization and its C)A shared understanding of what the organization will provide in future and the D) All of the above receives customers. customer will receive E) None of the above 2) Service Experience is: A) A direct experience of the service concept of the organization B) A direct experience of the way the service provider deals with the customer. C) A direct experience of the way the organization delivers service outcom. D) All of the above E) None of the above 3) Service Outcome is: A) B) C) D) E) The result for the customer of service experience The result for the customer of service concept The result for the customer of service delivery All of the above None of the above Service encounter is any: A) Episode in which the customer comes into contact with any aspect of the B) Episode in which the customer comes into contact with any aspect of the C) Episode in which the customer comes into contact with any aspect of the 4) organization and gets an impression of the quality of its service organization and gets an impression of the concept of its service organization and gets an impression of the delivery of its service D) E) All of the above None of the aboveExplanation / Answer
1 The service concept is a shared understanding of what the organization provides and what the customer receives.
Service concept means what actually customer buys and not what customer sells. For an example if a student takes admission in in MBA and opt for marketing and does not include library, mess etc then service concept will be only the marketing. The element of the services is not included in the service concept.
2 A direct experience of the way the service provider deals with the customer
The service experience is the experience with the process of the services offered by the company and the way it deal with its customers.
3 The result for the customer of service delivery
When the customer services its customers then it gets some result in financial terms or emotional terms. These are the service outcomes.
4 Episode in which the customer comes into contact with any as, of the organization and gets an impression of thc quality of its service
It is also called as ‘Moment of Truth”. Service encounter means when the customer gets encounter with the service (meet with the service) and feel the quality offered to him or her.
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