For a medical service, the _____ service quality is the treatment that is received while the _____ service quality is the way in which the doctor, nurses, and other medical personnel interact with the patient.
A) functional; technical
B) technical; functional
C) episodic; overall
D) overall, episodic
Correct Answer:
Verified
Q182: To ensure a positive service environment, many
Q183: During the _ of the service purchase
Q184: In evaluating service quality, consumers evaluate
A) technical
Q185: Technical service quality is
A) the outcome of
Q186: Functional service quality is
A) the outcome of
Q188: The process of deciding the cause of
Q189: Research has shown that only one out
Q190: Negative word-of-mouth communication can be harmful to
Q191: If a customer who is satisfied with
Q192: The gap theory measures
A) levels of satisfaction
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