Question 1

Customers who view a service as homogeneous ________.

Accepted Answer

A)   only patronize a preferred service provider
B)   judge services on the basis of the providers
C)   care less about the provider than about the price
D)   pick a service provider based on functional attributes
E)   opt for the service with the highest price, irrespective of quality

Question 2

A ________ refers to any place at which a company seeks to manage a relationship with a customer, whether through people, technology, or some combination of the two.

Accepted Answer

A)   customer service interface
B)   product-customer interface
C)   tangible user interface
D)   attentive user interface
E)   crossing-based interface

Question 3

BRZ Shoes targets the youth market with vibrant, visually appealing ads in modern styles. BRZ ads appeal to the ________ dimension of brand experience.

Accepted Answer

A)   sensory
B)   affective
C)   behavioral
D)   intellectual
E)   social

Question 4

Out-of-pocket costs are what the customer spends on regular maintenance and repair costs.

Accepted Answer

A) True 
 B)False

Question 5

Value-augmenting services include installation, staff training, maintenance and repair services, and financing.

Accepted Answer

A) True 
 B)False

Question 6

Josh travels often on business trips. He usually uses the services of the Sunshine Cab Company to take him to the airport and pick him up from the airport. Though the fares are usually higher than those of other private taxi companies, he prefers to use Sunshine cabs because they're always on time and have well-maintained cabs. Which determinant of service quality does this demonstrate?

Accepted Answer

This demonstrates the determin...

Question 7

Which of the following is an example of a gap between service delivery and external communications?

Accepted Answer

A)   The employees at GBL have been asked to take time to listen to customers, but they must serve them fast as well.
B)   Amanda chose to shop at Alison's Fashions because the store's website offered on-the-spot alterations. However, when she did buy a dress, she had to wait a week to get it altered.
C)   Customers at LUX appreciate the personalized services the salespeople offer, but do not like the store design.
D)   Clearwater Spa attendants are well-trained in massage therapy and the services they offer, but customers rarely return because they don't like the attendants' impersonal service.
E)   When sales dropped, Styx modernized its stores in order to retain customers, but didn't realize that the product quality was the main problem.

Question 8

List and briefly explain the four distinctive characteristics of services.

Accepted Answer

The four distinctive service characteris...

Question 9

Which of the following is an example of a pure service?

Accepted Answer

A)   air travel
B)   psychotherapy
C)   baby oil
D)   a laptop
E)   a restaurant meal

Question 10

Which of the following steps will help service firms to increase their quality control?

Accepted Answer

A)   standardizing the service-performance process
B)   providing complementary services to customers
C)   giving personnel authority in handling situations
D)   adopting differential pricing
E)   cultivating nonpeak demand

Question 11

A computer falls into the ________ category of service mix.

Accepted Answer

A)   pure tangible good
B)   tangible good with accompanying services
C)   hybrid
D)   major service with accompanying minor goods
E)   pure service

Question 12

A customer-service interface is defined as any place at which a company seeks to manage a relationship with a customer.

Accepted Answer

A) True 
 B)False

Question 13

Although Brenda previously used UPS because it offered better prices on package shipping, she now uses only FedEx, because it gives her the facility of shipping from any FedEx location 24 hours a day. Which of the following factors led to Brenda's customer switching behavior?

Accepted Answer

A)   inconvenience
B)   pricing
C)   response to service failure
D)   ethical problems
E)   involuntary switching

Question 14

BRZ Shoes positions itself as a young, adventurous brand. Its logo and brand communication try to give consumers a feeling of excitement and bravery. These ads appeal to the ________ dimension of brand experience.

Accepted Answer

A)   sensory
B)   affective
C)   behavioral
D)   intellectual
E)   social

Question 15

If the expected service falls below the perceived service, customers are disappointed.

Accepted Answer

A) True 
 B)False

Question 16

Intangibility with regards to a service means that the service cannot be duplicated across providers.

Accepted Answer

A) True 
 B)False

Question 17

Service quality depends on who provides them, when and where, and to whom. Thus, services are highly ________.

Accepted Answer

A)   inseparable
B)   tangible
C)   variable
D)   perishable
E)   intangible

Question 18

Which one of the following would be considered high in credence qualities?

Accepted Answer

A)   an interior of a house
B)   a restaurant
C)   a haircut
D)   psychotherapy
E)   a computer

Question 19

Hyatt Hotels provides complimentary breakfast buffets to all its guests. This is an example of a ________.

Accepted Answer

A)   primary service package
B)   service interface
C)   service support
D)   service frequency
E)   secondary service feature

Question 20

Which of the following is true regarding services?

Accepted Answer

A)   Services are typically produced, stored, and then consumed.
B)   Services are generally low in experience and credence qualities.
C)   Service providers develop similar marketing programs for personal services and business services.
D)   There is less risk associated with the purchase of services than with the purchase of goods.
E)   Provider-client interaction is a special feature of services marketing.

Exam 13: Designing and Managing Services

Which one of the following would be considered high in credence qualities?

Correct Answer
verified

Correct Answer
verified
This demonstrates the determin...
View Answer

BRZ Shoes targets the youth market with vibrant, visually appealing ads in modern styles. BRZ ads appeal to the ________ dimension of brand experience.

Correct Answer
verified

Which of the following steps will help service firms to increase their quality control?

Correct Answer
verified

Out-of-pocket costs are what the customer spends on regular maintenance and repair costs.

Correct Answer
verified

Intangibility with regards to a service means that the service cannot be duplicated across providers.

Correct Answer
verified

List and briefly explain the four distinctive characteristics of services.

Correct Answer
verified
The four distinctive service characteris...
View Answer

Hyatt Hotels provides complimentary breakfast buffets to all its guests. This is an example of a ________.

Correct Answer
verified

BRZ Shoes positions itself as a young, adventurous brand. Its logo and brand communication try to give consumers a feeling of excitement and bravery. These ads appeal to the ________ dimension of brand experience.

Correct Answer
verified

Value-augmenting services include installation, staff training, maintenance and repair services, and financing.

Correct Answer
verified

Which of the following is an example of a gap between service delivery and external communications?

Correct Answer
verified

A ________ refers to any place at which a company seeks to manage a relationship with a customer, whether through people, technology, or some combination of the two.

Correct Answer
verified

A computer falls into the ________ category of service mix.

Correct Answer
verified

Which of the following is true regarding services?

Correct Answer
verified

If the expected service falls below the perceived service, customers are disappointed.

Correct Answer
verified

Customers who view a service as homogeneous ________.

Correct Answer
verified

Which of the following is an example of a pure service?

Correct Answer
verified

Although Brenda previously used UPS because it offered better prices on package shipping, she now uses only FedEx, because it gives her the facility of shipping from any FedEx location 24 hours a day. Which of the following factors led to Brenda's customer switching behavior?

Correct Answer
verified

Service quality depends on who provides them, when and where, and to whom. Thus, services are highly ________.

Correct Answer
verified

A customer-service interface is defined as any place at which a company seeks to manage a relationship with a customer.

Correct Answer
verified

Exam 13: Designing and Managing Services

Which one of the following would be considered high in credence qualities?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedThis demonstrates the determin...View AnswerShow Answer

BRZ Shoes targets the youth market with vibrant, visually appealing ads in modern styles. BRZ ads appeal to the ________ dimension of brand experience.

Correct AnswerverifiedShow Answer

Which of the following steps will help service firms to increase their quality control?

Correct AnswerverifiedShow Answer

Out-of-pocket costs are what the customer spends on regular maintenance and repair costs.

Correct AnswerverifiedShow Answer

Intangibility with regards to a service means that the service cannot be duplicated across providers.

Correct AnswerverifiedShow Answer

List and briefly explain the four distinctive characteristics of services.

Correct AnswerverifiedThe four distinctive service characteris...View AnswerShow Answer

Hyatt Hotels provides complimentary breakfast buffets to all its guests. This is an example of a ________.

Correct AnswerverifiedShow Answer

BRZ Shoes positions itself as a young, adventurous brand. Its logo and brand communication try to give consumers a feeling of excitement and bravery. These ads appeal to the ________ dimension of brand experience.

Correct AnswerverifiedShow Answer

Value-augmenting services include installation, staff training, maintenance and repair services, and financing.

Correct AnswerverifiedShow Answer

Which of the following is an example of a gap between service delivery and external communications?

Correct AnswerverifiedShow Answer

A ________ refers to any place at which a company seeks to manage a relationship with a customer, whether through people, technology, or some combination of the two.

Correct AnswerverifiedShow Answer

A computer falls into the ________ category of service mix.

Correct AnswerverifiedShow Answer

Which of the following is true regarding services?

Correct AnswerverifiedShow Answer

If the expected service falls below the perceived service, customers are disappointed.

Correct AnswerverifiedShow Answer

Customers who view a service as homogeneous ________.

Correct AnswerverifiedShow Answer

Which of the following is an example of a pure service?

Correct AnswerverifiedShow Answer

Although Brenda previously used UPS because it offered better prices on package shipping, she now uses only FedEx, because it gives her the facility of shipping from any FedEx location 24 hours a day. Which of the following factors led to Brenda's customer switching behavior?

Correct AnswerverifiedShow Answer

Service quality depends on who provides them, when and where, and to whom. Thus, services are highly ________.

Correct AnswerverifiedShow Answer

A customer-service interface is defined as any place at which a company seeks to manage a relationship with a customer.

Correct AnswerverifiedShow Answer

Correct Answer
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Correct Answer
verified
This demonstrates the determin...
View Answer

Correct Answer
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Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
The four distinctive service characteris...
View Answer

Correct Answer
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Correct Answer
verified

Correct Answer
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Correct Answer
verified

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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