front 1 Which of the following is a characteristic of a service? | back 1 B |
front 2 Which of the following is an example of a pure tangible good? | back 2 B |
front 3 To which of the following categories of services does a cell phone
belong? | back 3 E |
front 4 A computer falls into the ________ category of service mix. | back 4 B |
front 5 Which of the following is an example of a hybrid service? | back 5 C |
front 6 A flight with complementary drinks is an example of a ________.
| back 6 A |
front 7 Which of the following is an example of a pure service? | back 7 B |
front 8 Which of the following is true for services? | back 8 B |
front 9 Some services require that the client be present to conduct the
service. Which of the following is an example of such a
service? | back 9 C |
front 10 Services high in ________ have characteristics that the buyers can
evaluate before purchase. | back 10 A |
front 11 Services high in ________ qualities have characteristics that the
buyer can evaluate after purchase. | back 11 B |
front 12 Services high in ________ are those services that have
characteristics the buyer normally finds hard to evaluate even after
consumption. | back 12 E |
front 13 Which one of the following would be considered high in credence
qualities? | back 13 D |
front 14 Which one of the following is highest in search qualities? | back 14 E |
front 15 Unlike physical products, services cannot be seen, tasted, felt,
heard, or smelled before they are bought. This is known as the
________ aspect of services. | back 15 B |
front 16 A brand that is action-oriented and causes consumers to engage in
physical actions appeals to the ________ dimension of brand
experience. | back 16 C |
front 17 A brand that is action-oriented and causes consumers to engage in
physical actions appeals to the ________ dimension of brand
experience. | back 17 C |
front 18 BRZ Shoes targets the youth market with vibrant, visually appealing
ads in modern styles. BRZ ads appeal to the ________ dimension of
brand experience. | back 18 A |
front 19 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. | back 19 B |
front 20 ________ refer(s) to logos, symbols, characters, and slogans that
service providers use in order to make the service and its key
benefits more tangible. | back 20 C |
front 21 Which of the following is true regarding services? | back 21 E |
front 22 The fact that services are typically produced and consumed
simultaneously is known as the ________ aspect of services. | back 22 D |
front 23 Service quality depends on who provides them, when and where, and to
whom. Thus, services are highly ________. | back 23 C |
front 24 Which of the following will help a service provider overcome the
limits imposed by the inseparability of services? | back 24 B |
front 25 Which of the following steps will help service firms to increase
their quality control? | back 25 A |
front 26 In order to map out the service process, the points of customer
contact, and the evidence of service from the customer's point of
view, service firms should develop a ________. | back 26 E |
front 27 Jake had an appointment at the doctor's, but couldn't make it on time
because he was caught in traffic. By the time he reached the doctor's
office, the doctor had already begun with the next patient. This
illustrates the ________ of services. | back 27 C |
front 28 When a theater sells matinee movie tickets at low prices, it aims to
shift some demand from the peak to the off-peak period. What is the
strategy that the theater is said to be adopting? | back 28 D |
front 29 A travel agency offers weekend discounts for car rentals. What can be
deduced from this? | back 29 B |
front 30 In which of the following cases is a service provider trying to
increase non-peak demand? | back 30 A |
front 31 The Caesar Park Hotel generally caters to business customers during
the week, but has now decided to promote minivacation weekends for
non-business customers as well. What is the Caesar Park Hotel trying
to do? | back 31 B |
front 32 Cocktail lounges in restaurants are examples of ________. | back 32 C |
front 33 Which of the following is an example of a complementary
service? | back 33 D |
front 34 Walmart has decided to hire extra clerks during the holiday season.
It is said to be ________. | back 34 A |
front 35 Kaya, a chain of skin clinics, requests each new visitor to fill up
their own details on a printed form. This is a step in
________. | back 35 C |
front 36 Customers today want separate prices for each service element and
they also want the right to select the elements they want. The
customers are said to be pressing for ________. | back 36 D |
front 37 Often, a service problem arises from a customer's lack of
understanding or ineptitude. Which of the following can help to
minimize customer failures? | back 37 B |
front 38 ________ refers to the normal work of preparing, pricing,
distributing, and promoting the service to customers. | back 38 C |
front 39 ________ refers to training and motivating employees to serve
customers well. | back 39 D |
front 40 ________ describes the employees' skill in serving the
client. | back 40 E |
front 41 Susanna wanted to check out a new salon in her locality, so she
decided to go for a hair styling session. She was very happy with the
way her stylist connected and related with her concerns. She is
judging the service based on its ________. | back 41 B |
front 42 In which of the following does a customer respond to the technical
quality of a service? | back 42 A |
front 43 In which of the following does a customer respond to the functional
quality of a service? | back 43 C |
front 44 Firms have decided to raise fees and lower service for those
customers who barely pay their way and to coddle big spenders to
retain their patronage as long as possible. This is an example of
organizing customers by ________. | back 44 B |
front 45 Charles Schwab's best customers are instantly directed to customer
service representatives, while other customers have to wait longer.
Charles Schwab is trying to ________. | back 45 C |
front 46 The ________ rates the various elements of the service bundle and
identifies required actions. | back 46 D |
front 47 Customers who view a service as homogeneous ________. | back 47 C |
front 48 Belling Hotels provides complimentary breakfast buffets to all its
guests. This is an example of a ________. | back 48 E |
front 49 Although Brenda previously used the U.S. Postal Service because it
offered better prices on package shipping, she now uses only FedEx,
because it gives her the facility of shipping from any FedEx Kinkos
location 24 hours a day. Which of the following factors led to
Brenda's customer switching behavior? | back 49 A |
front 50 Angela switched to a new hair stylist after getting a bad haircut
from her previous stylist. This is an example of which of the
following factors leading to customer switching behavior? | back 50 B |
front 51 Dean recently had a BRZ broadband connection installed. However, the
connection was bad and he didn't get the quality he required. He
contacted BRZ about the problem, but the company did not solve his
problem. Dean switched to Blue Broadband. Which of the following was
the cause of Dean's switching behavior? | back 51 C |
front 52 MGC Inc. organizes a company-wide picnic once a year. The organizers
arranged for the best possible menu thinking that food would be a
priority, but the staff were disappointed because the activities were
very poorly planned. What kind of a gap is apparent here? | back 52 E |
front 53 Which of the following is an example of a gap between management
perception and the service-quality specifications? | back 53 D |
front 54 The customer service representatives at a call center have been asked
to handle each call in not more than five minutes. A recent customer
survey by the company revealed that customers appreciate it when
employees take the time to answer their questions fully and listen to
their grievances. What kind of service gap is apparent here? | back 54 D |
front 55 The customer service representatives at a call center have been asked
to handle each call in not more than five minutes. At the same time,
they have been asked to answer all customer queries in detail and
provide appropriate solutions. What kind of service gap is apparent
here? | back 55 C |
front 56 Which of the following is an example of a gap between service
delivery and external communications? | back 56 B |
front 57 Ellen came across an ad for a new restaurant which promised authentic
French cuisine. When she ate there, however, she was disappointed to
find that the food was mediocre and not very authentic. Which of the
following gaps of service performance does this demonstrate? | back 57 C |
front 58 When Aaron went to his doctor for his annual checkup, he was asked to
undergo a number of tests. Although the doctor assured Aaron that the
tests were routine, Aaron thinks that the doctor is hiding a grave
problem from him. What kind of a gap is apparent here? | back 58 A |
front 59 The most important determinant of service quality is ________ which
refers to the ability to perform the promised service dependably and
accurately. | back 59 D |
front 60 The customer service representatives at G.K.'s customer service
center must know as much about the products as possible, so that they
can help the customers solve their difficulties without sounding
hesitant or unsure of themselves. Which of the following determinants
of service quality are they being asked to demonstrate? | back 60 B |
front 61 Josh gets his bike serviced at Dean's Garage even though there's
another garage much closer to home. He prefers Dean's because the work
is usually done quickly and the staff try to solve the issues with the
bike as soon as possible. Dean's Garage excels at which of the
following five determinants of service quality? | back 61 B |
front 62 The ________ determinant of service quality refers to the knowledge
and courtesy of employees and their ability to convey trust and
confidence in the service they provide. | back 62 B |
front 63 Leo's manager has asked him and his teammates to demonstrate caring
towards customers. They are instructed to learn the customers' names,
and use the customers' names while interacting with them. Repeat
customers should get special attention, and the team members should
remember their preferences and habits. The manager is asking the team
to be ________. | back 63 C |
front 64 Gloria goes to the same bagel shop every morning because the workers
there remember her name and know her order. They always make her feel
welcome. The employees of this bagel shop excel at which of the
following determinants of service quality? | back 64 D |
front 65 The zone of ________ is a range where a service dimension is deemed
satisfactory, anchored by the minimum level consumers are willing to
accept and the level they believe can and should be delivered.
| back 65 B |
front 66 According to the dynamic process model, two different types of
expectations have opposite effects on perceptions of service quality.
One of these is that ________. | back 66 A |
front 67 When customers calculate the perceived economic benefits of a
continuously provided service in relationship to the economic costs,
they are gauging the ________. | back 67 C |
front 68 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. | back 68 A |
front 69 Regular maintenance and repair costs are known as ________. | back 69 B |
front 70 The product's purchase cost plus the discounted cost of maintenance
and repair less the discounted salvage value gives the
________. | back 70 C |
front 71 Expensive equipment manufacturers not only install the equipment but
also train the staff and undertake the maintenance and repair
activities of the equipment. By doing so, they are providing
________. | back 71 D |
front 72 When Johnson Controls reached beyond its climate control equipment
and components business to manage integrated facilities by offering
products and services that optimize energy use, it was said to be
providing ________. | back 72 C |
front 73 When sellers agree to provide free maintenance and repair services
for a specified period of time at a specified contract price, they are
offering ________. | back 73 E |
front 74 The private non-profit sector is a provider of services. | back 74 true |
front 75 A service is essentially intangible. | back 75 true |
front 76 A service results in ownership on the part of the client. | back 76 false |
front 77 The production of a service is never tied to a physical product. | back 77 false |
front 78 Soap is an example of a pure tangible good. | back 78 true |
front 79 Salt is an example of a hybrid. | back 79 false |
front 80 A hybrid consists of unequal parts of goods and services, with
services being in the majority. | back 80 false |
front 81 A pure service requires a capital-intensive good, but the primary
item is a service. | back 81 false |
front 82 All services require the client to be present. | back 82 false |
front 83 The search qualities of a service are the characteristics the buyer
can evaluate before purchase. | back 83 true |
front 84 Credence qualities of a service are difficult to evaluate before
purchase, but easy to evaluate after consumption. | back 84 false |
front 85 The experience qualities of a good or service can be evaluated after purchase. | back 85 true |
front 86 Furniture is high in credence qualities. | back 86 false |
front 87 While goods meet personal needs, services meet business needs. | back 87 false |
front 88 Services have five distinctive characteristics, one of these being
"pure service." | back 88 false |
front 89 Intangibility with regards to a service means that the service cannot
be duplicated across providers. | back 89 false |
front 90 Service companies try to demonstrate their service qualities through
physical evidence and presentation. | back 90 true |
front 91 Inseparability in the context of a service means that there is a
provider-client interaction involved as the provider is part of the service. | back 91 true |
front 92 A service provider can work with larger groups to get around the
limitations of inseparability. | back 92 true |
front 93 The quality of services is independent of who provides them. | back 93 false |
front 94 Customers want unbundled services, with separate prices for each
service element and the right to select the elements they want. | back 94 true |
front 95 External marketing describes the training and motivation required by
employees in order to properly serve the customers. | back 95 false |
front 96 Interactive marketing describes the employees' skill in serving the
client. | back 96 true |
front 97 Clients judge service not only by its technical quality but also by
its functional quality. | back 97 true |
front 98 Importance-performance analysis rates the various elements of the
service bundle and identifies required actions. | back 98 true |
front 99 Customers who view a service as fairly homogeneous care less about
the provider than | back 99 true |
front 100 What the customer expects from a service is called the primary
service package. | back 100 true |
front 101 Secondary service features are the features that the customer himself
adds to the service. | back 101 false |
front 102 Pricing has no negative effect on customer loyalty. | back 102 false |
front 103 If the expected service falls below the perceived service, customers
are disappointed. | back 103 false |
front 104 Responsiveness is a company's willingness to help customers and
provide prompt service. | back 104 true |
front 105 Reliability refers to the company's willingness to help customers and
provide them with prompt service. | back 105 false |
front 106 The appearance of physical facilities, equipment, personnel, and
communication materials are the tangibles that convey service quality
to consumers. | back 106 true |
front 107 The zone of tolerance for a service is the perceived economic
benefits in relationship to the economic costs. | back 107 false |
front 108 The payment equity for a service is a range from the minimum level of
service consumers are willing to accept to the level they believe can
and should be delivered. | back 108 false |
front 109 A customer-service interface is defined as any place at which a
company seeks to manage a relationship with a customer. | back 109 true |
front 110 If the length of the downtime increases, the cost incurred decreases. | back 110 false |
front 111 A product's purchase cost plus the discounted cost of maintenance and
repair less the discounted salvage value is known as the product's
activity cost. | back 111 false |
front 112 Out-of-pocket costs are what the customer spends on regular
maintenance and repair costs. | back 112 true |
front 113 Value-augmenting services include installation, staff training,
maintenance and repair services, and financing. | back 113 false |