北邮服务营销管理阶段作业1(国外英语资料).doc

北邮服务营销管理阶段作业1(国外英语资料) Score: [5] test scores: 5 Prompt: Ideal service means (). The level of service that customers should reach and reach Customers can accept, but require more general, or even lower service A customers service between expectation of service and quality of service The higher level of service that customers aspire to and aspire to Point of knowledge: Stage 1 Student answer: [D;] standard answer: D; Score: [5] test scores: 5 Prompt: The American ATT company defines the telecom service process as 4 service links: sales, installation, maintenance and accounting. The research found that customer expectations and requirements of different service sectors is not the same, ATT company in determining the service contact link and the corresponding customer expectations, if it can according to the customer expectations to develop service standards, will narrow the gap model of service quality (in). Gap 1 Gap 2 Gap 3 Gap 4 Point of knowledge: Stage 1 Student answer: [B;] standard answer: B; Score: [5] test scores: 5 Prompt: The most important reason for service marketing personnel to educate and manage their customers is caused by the service. Invisibility Non storable Difference Separability Point of knowledge: Stage 1 Student answer: [D;] standard answer: D; Score: [5] test scores: 5 Prompt: During the same semester, Professor Li and Professor Wang at the university took on English classes in two classes, but the responses of the two classes were quite different. This was due to the service. Invisibility Difference Perishable Divisibility Point of knowledge: Stage 1 Student answer: [B;] standard answer: B; Score: [5] test scores: 5 Prompt: The most striking feature of service is that it is intangible, and its impact on service marketing is (). The quality of service is more difficult to control Service is not easy to show or communicate to customers Contradiction between supply and demand Customer participation service process Point of knowledge: Stage 1 St