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Chapter 10 Homework Questions and Answers 100% Solved
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Exam of 2 pages for the course USAA at USAA (Chapter 10 Homework)
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Chapter 10 HomeworkServing new employees MREs during orientation shows that USAA exhibits - answera
high degree of customer orientation.
When USAA customers speak with USAA call center representatives, this is an
example of a - answer service encounter
USAA's home and auto insurance policies have ________ attributes because the public
is not considered to have expert knowledge on them, but knows the desired end state,
to have their home or car protected in the event of an emergency. - answer credent
1. Tangibles
2. Reliability
3. Responsiveness
4. Assurance
5. Empathy - answer1. Al's Pizzeria
2. Joseph
3. Jack's Diner
4. Dr. Hardy
5. Jennifer
1. Intangibility
2. Inseparability
3. Variability
4. Perishability - answer1. School
2. Concert
3. Department store
4. Airline
Search Attributes (Easier/Harder)
Experience Attributes (Easier/Harder)
Credence Attributes (Easier/Harder) - answerWinter Boots/Condominium
Dinner Theater/Doggy Day Care
iPhone Repair/Master's Program
Elements of Service Profit Chain - answerinternal service quality
employee satisfaction
employee retention
employee productivity
external service value
customer satisfaction
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