Using a Pattern Match Is Similar to Using an Exact

question 95

Multiple Choice

Using a pattern match is similar to using an exact match except that a pattern match includes ____ characters.

• A)random
• B)literal
• C)absolute
• D)wildcard

---

Definitions:

Marketing of Services

Strategies and tactics used to promote and sell intangible services, as opposed to tangible goods.

Delivery Gap

A type of service gap; the difference between the firm’s service standards and the actual service it provides to customers.

Service Standards

The levels of performance and quality that service providers commit to delivering to their customers.

Empowerment

In context of service delivery, means allowing employees to make decisions about how service is provided to customers.