The Key Drivers of Service Quality, Customer Retention and Profits

question 68

Multiple Choice

The key drivers of service quality, customer retention and profits are:

• A) The servicescape
• B) The five dimensions of service
• C) External marketing communications
• D) Service encounters
• E) All of the above

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Definitions:

Colored Part

The iris, which is the colored part of the eye surrounding the pupil and controlling the amount of light entering the eye.

Rods

The receptor cells in the retina that are sensitive to light but not very useful for color vision.

Color Vision

The ability of the visual system to differentiate various wavelengths of light, enabling us to see colors.

Low Illumination

Refers to conditions of inadequate lighting which can impact visibility, mood, and physiological responses.