GENERAL KNOWLEDGE

Detailed explanation-1: -An example of a credence quality is when you buy a new cologne. Did it really impress that girl? You have to just trust that it did, as it is difficult to judge. Experience attributes are those that require some trial or consumption before evaluation.

Detailed explanation-2: -Which of the following is an example of a gap between management perception and the service-quality specifications? A service center manager has asked his subordinates to provide fast service, but has not specified a time for the service to be performed.

Detailed explanation-3: -Search qualities are the attributes that may be evaluated prior to purchase, as the customer learns about the competitive offerings. For example, when you go to a department store to purchase socks, you can just look at a pair and know before buying them whether you’ll like them.

Detailed explanation-4: -What Is a Customer? A customer is an individual or business that purchases another company’s goods or services. Customers are important because they drive revenues; without them, businesses cannot continue to exist.

Detailed explanation-5: -Goods are dominated by credence and experience qualities, and services are mostly comprised of experience and search qualities.