The customer service representatives at G.K.'s Heating and Cooling must know as much about the products as possible, so that they can help customers solve their difficulties without sounding hesitant or unsure of themselves. This is an example of a high-quality strategy for ________.
1. life-cycle cost
2. out-of-pocket costs
3. self-service technologies
4. expectation management
5. postsale service
One way marketers are addressing consumers' desire for convenience in services is by providing ________.
1. involuntary switching
2. core service failure
3. self-service technologies
4. perceived service and expected service
5. product support services