1. The SERVQUAL model measures service quality using

2. The three broad types of marketing in service firms are

3. A service blueprint is used to

4. A distinguishing feature of services marketing is the need for

5. The perishability of services implies that

6. Services are best defined as

7. Which of the following is NOT part of the service-profit chain?

8. Which of the following is NOT a characteristic of services?

9. The zone of tolerance in service quality refers to

10. The service profit chain links service quality with