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

2. Interactive marketing refers to

3. The fact that services cannot be separated from their providers reflects

4. Responsiveness refers to

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

6. The zone of tolerance in service quality refers to

7. The perishability of services implies that

8. The service profit chain links service quality with

9. The five dimensions of SERVQUAL are

10. Services are best defined as