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Which of the following is a characteristic of a service?
The service does not result in the ownership of anything.
Which of the following is an example of a pure tangible good?
To which of the following categories of services does a cell phone belong?
tangible good with accompanying services
A computer falls into the ________ category of service mix.
tangible good with accompanying services
Which of the following is an example of a hybrid service?
A flight with complementary drinks is an example of a ________.
major service with accompanying minor goods and services
Which of the following is an example of a pure service?
Which of the following is true for services?
Service providers can be both for-profit or nonprofit.
When banks try to make their positioning strategies tangible through the ________ dimension, they make sure the exterior and interior have clean lines, the layout of the desks and the traffic flow are planned carefully, and waiting lines are not overly long.
Some services require that the client be present to conduct the service. Which of the following is an example of such a service?
Services high in ________ qualities have characteristics that the buyers can evaluate before purchase.
Services high in ________ qualities have characteristics that the buyer can evaluate after purchase.
Services high in ________ qualities are those services that have characteristics the buyer normally finds hard to evaluate even after consumption.
Which one of the following would be considered high in credence qualities?
Which one of the following is highest in search qualities?
Unlike physical products, services cannot be seen, tasted, felt, heard, or smelled before they are bought. This is known as the ________ aspect of services.
Which of the following will most help service providers overcome the limitation of intangibility of services when positioning itself?
using brand symbols
A brand that is action-oriented and causes consumers to engage in physical actions appeals to the ________ dimension of brand experience.
BRZ Shoes targets the youth market with vibrant, visually appealing ads in modern styles. BRZ ads appeal to the ________ dimension of brand experience.
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.
________ refer(s) to logos, symbols, characters, and slogans that service providers use in order to make the service and its key benefits more tangible.
Which of the following is true regarding services?
Provider-client interaction is a special feature of services marketing.
The fact that services are typically produced and consumed simultaneously is known as the ________ aspect of services.
Service quality depends on who provides them, when and where they are provided, and to whom they are provided. Thus, services are highly ________.
Which of the following will help a service provider overcome the limits imposed by the inseparability of services?
working with larger customer groups
Which of the following steps will help service firms to increase their quality control?
standardizing the service-performance process
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 ________.
Jake had an appointment at the doctor's office, but couldn't make it on time due to traffic. By the time he arrived, the doctor had already begun with the next patient. This illustrates the ________ of services.
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?
It is using differential pricing.
A travel agency offers weekend discounts for car rentals. What can be deduced from this?
It is using differential pricing.
In which of the following cases is a service provider trying to increase nonpeak demand?
A fine dining restaurant is promoting a breakfast service in addition to its popular lunch and dinner options
The Caesar Park Hotel generally caters to business customers during the week, but has now decided to promote mini-vacation weekends for non-business customers as well. What is the Caesar Park Hotel trying to do?
It is trying to cultivate nonpeak demand.
Cocktail lounges in restaurants are examples of ________.
Which of the following is an example of a complementary service?
AXA Bank set up automated teller machines so that its customers could avoid standing in line.
Walmart has decided to hire extra clerks during the holiday season. It is said to be ________.
matching its supply with the existing demand
Kaya, a chain of skin clinics, requests each new visitor to fill in their own details on a printed form. This is a step in ________.
increasing consumer participation
Customers today want separate prices for each service element, and they also want the right to select the elements they want. Customers are said to be pressing for ________ services.
Often, a service problem arises from a customer's lack of understanding or ineptitude. Which of the following can help to minimize customer failures?
redesigning processes to simplify service encounters
________ marketing refers to the normal work of preparing, pricing, distributing, and promoting the service to customers.
________ marketing refers to training and motivating employees to serve customers well.
________ marketing describes the employees' skill in serving the client.
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 ________.
In which of the following does a customer respond to the technical quality of a service?
Sara's preferred hair stylist is some miles away, but Sara goes to him because his styles suit her looks.
In which of the following does a customer respond to the functional quality of a service?
Bill has gone to the same chiropractor for the past fifteen years because he is friendly and takes the time to listen to Bill.
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 ________.
Charles Schwab's best customers are instantly directed to customer service representatives, while other customers have to wait longer. Charles Schwab is trying to ________.
retain the patronage of profitable customers
The ________ rates the various elements of the service bundle and identifies required actions.
Customers who view a service as homogeneous ________.
care less about the provider than about the price
Belling Hotels provides a complimentary breakfast buffet to all guests. This is an example of a ________.
secondary service feature
When the recent recession hit, Zappos decided to stop offering complimentary overnight shipping to first-time buyers and offer it to repeat buyers only, which is an example of the ________ best practice of top service companies.
Although Brenda previously used the US 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 location 24 hours a day. Which of the following factors led to Brenda's customer switching behavior?
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?
core service failure
Dean recently had a BRZ broadband connection installed. However, the connection was poor 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?
response to service failure
Which of the following represents an aspect of the Empathy dimension of SERVQUAL?
giving customers individual attention
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?
gap between consumer expectation and management perception
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.
The customer service representatives at a call center have been asked to handle each call within 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?
gap between management perception and service-quality specification
The customer service representatives at a call center have been asked to handle each call within 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?
gap between service-quality specifications and service delivery
Which of the following is an example of a gap between service delivery and external communications?
Amanda chose to shop at Alison's Fashions because the store's Web site offered on-the-spot alterations. However, when she did buy a dress, she had to wait a week to get it altered.
Ellen came across an ad for a new restaurant that 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?
gap between service delivery and external communications
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?
gap between perceived service and expected service
The most important determinant of service quality is ________ which refers to the ability to perform the promised service dependably and accurately.
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 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?
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?
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.
Leo's manager has asked him and his teammates to demonstrate caring towards customers. They are instructed to learn customers' names, and use 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 ________.
Gloria goes to the same bagel shop every morning because the workers there remember her name and remember her order. They always make her feel welcome. The employees of this bagel shop excel at which of the following determinants of service quality?
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.
According to the dynamic process model, two different types of expectations have opposite effects on perceptions of service quality. One of these is that ________ overall service quality.
increasing customer expectations of what the firm will deliver improve the perceptions of
When customers calculate the perceived economic benefits of a continuously provided service in relationship to the economic costs, they are gauging the ________ equity.
A(n) ________ interface 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.
Regular maintenance and repair costs are known as ________ costs.
A product's purchase cost plus the discounted cost of maintenance and repair less the discounted salvage value gives the ________ cost.
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 ________.
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 ________.
When sellers agree to provide free maintenance and repair services for a specified period of time at a specified contract price, they are offering ________.
an extended warranty
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