Med T/F - Ch 10

A solution-centered perspective begins with an analysis of a customer problem and ends by identifying the products and services required to solve the problem. True False

True

In the evaluation of service quality, symbology plays an important role. True False

True

Lean consumption is focused on providing the full value that buyers desire from their goods and services, with the greatest efficiency and least trouble. True False

True

Products provide the platform for the delivery of services. True False

True

Research has shown that many customers that experience a service failure, but have it corrected to their satisfaction, often have higher loyalty than customers who did not experience a service failure. True False

True

Service recovery encompasses the procedures, policies, and processes a firm uses to resolve customer service problems promptly and effectively. True False

True

The customer benefit concept refers to the core benefit that the customer will derive from the service. True False

True

The quality of the service output that may vary each time it is provided is called nonstandardized. True False

True

The two primary benefits of solution marketing are new avenues of growth and differentiation. True False

True

When a customer has direct contact with either the product or service itself, or with representatives of it by a third party, it is called touchpoints. True False

True

The five dimensions of evaluating service quality are: a. reliability, responsiveness, assurance, empathy, and tangibles. b. reliability, responsiveness, assurance, performance, and intangibles. c. reliability, responsiveness, assurance, empathy, and tangibles. d. reliability, responsiveness, assurance, performance, and tangibles. e. none of the above.

a

Among the service quality dimensions, responsiveness means "delivering on promises." True False

False

Mixed bundling means the services are only available in bundles. True False

False

Services are the more tangible than manufactured goods and manufactured goods are more intangible than services. True False

False

By allowing channel members to sell its services to customers and provide continuous support to partners and customers via the Internet, IBM has: a. expanded its market coverage. b. responded to the service needs of customers. c. increased the loyalty of its partners. d. all of the above. e. (a) and (c) only.

d

Services: a. can not be stored. b. are intangible. c. are standardized. d. (a) and (b) only. e. (b) and (c) only.

d

The goal of analysis is to identify: a. the value that customers place on different levels of performance for each element of their experience. b. the customers' minimal expectations for each element. c. the customers' perception of the firm's performance versus that of key competitors. d. all of the above. e. (a) and (c) only.

d

Leading service firms carefully monitor customer satisfaction because it is linked to customer loyalty and, in turn, to long-term profitability. Xerox, for example, found that very satisfied customers were ________ times more likely to repurchase Xerox products than satisfied customers. a. two b. three c. four d. five e. six

e

New service projects that fail: a. are peripheral to the firm's core offerings. b. enter a market with limited market potential or one that is populated with well-entrenched competitors. c. tend to capitalize on the firm's reputation but suffer because of inappropriate pricing. d. all of the above. e. (a) and (b) only.

e