1. The five dimensions of SERVQUAL are

2. The service profit chain links service quality with

3. Services cannot be seen, tasted, or touched before purchase. This is called

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

5. Services are best defined as

6. Reliability in services means

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

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

9. Empathy reflects

10. Internal marketing means