Services Marketing Test 1

Which of the following statements has been suggested as a plausible explanation for the customer perception that service quality is declining? A. Increasing use of technology is perceived by many customers as less service because there is no human interaction B. Companies provide unclear tactics for customers to follow when dealing with service providers C. Delivering consistent, high-quality service becomes routine D. Customers have no concept of what conditions produce to quality service E. Too many talented employees are left mired in front-end jobs that do not challenge them

A increasing

_____ qualities are attributes a consumer can determine prior to purchasing a product. A. Search B. Consequential C. Experience D. Evidential E. Credence

A. search

Consumers are most likely to seek and rely on information from _____ when purchasing a landscaping service for their yard. A. Newspaper columns on gardening B. Friends who have attractive yards C. Advertising by landscape design artists D. Magazines devoted to gardening E. A landscape designer's sign they remembered seeing in a well-landscaped yard

B. friends

The weekend cruise cost Hal Roux $800 dollars. Before leaving on the cruise, Roux told his neighbor, "With the money this trip is costing me, the food better be good and plentiful". What kind of expectations did Roux have? A. Tolerable B. Normative C. Conventional D. Functional E. Ego-based

B. normative

Garrett and Hugh were having breakfast when they decided they wanted to have pizza and watch a video that night. Garrett turned on her computer, brought up the site of a local video store and ordered the movie Cold Mountain to be delivered to her doorstep at 7 p.m. Next she logged on to her favorite pizza restaurant's Web site and ordered a large pepperoni pizza and a bottle of her favorite soda to be delivered at 6:45 p.m. Garrett and Hugh enjoyed their evening. The next morning the video store had someone pick up their tape at Hugh's office. Which trend that influenced the development of services marketing is illustrated here? A. The increasing importance of service industries to the U.S. and world economies B. The decrease of human interaction as a result of widespread use of technology-based services C. The growth in the use of technology-based services D. Increased competition in the entertainment industry E. The fact that manufacturing firms are placing increased emphasis on providing services

C

Without good mailing lists, businesses cannot engage in effective direct-marketing advertising. On average 20 percent of the U.S. population moves annually. Return Path is a company that provides changes of addresses to businesses. It takes a business's mailing list, compares it to address changes that it gathers daily in its database and makes any necessary corrections. Return Path is a part of which trend in the services marketing industry? A. The increasing importance of service industries to the U.S. and world economies B. The decrease of human interaction as a result of widespread use of technology-based services C. The growth in the use of technology-based services D. Increased competition in the direct-mail industry E. The fact that direct marketing firms are placing increased emphasis on providing services

C

The central focus of the gaps model of service quality is the: A. Constant need to provide value for dollars spent B. Four dimensions of service C. Difference between customer expectations and perceptions D. Temptation to handle services as if they were tangibles E. Customer-employee-supplier triumvirate

C. DIFFERENCE

The highest possible level of customer expectations is _____ expectations. A. Desired B. Acceptable C. Ideal D. Ego-satisfying E. Id-oriented

C. Ideal

Consumers have _____ desired service levels and _____ adequate service levels for different firms within a service category (e.g., Domino's Pizza, Little Caesar's Pizza, Papa John's and Pizza Hut within the pizza restaurant category). A. Similar; similar B. Different; similar C. Similar; different D. Different; different E. Same; same

C. similar, different

On his way to work today, Terry saw a billboard for a physician's group that specialized in vascular surgery. In his local newspaper there was a full-page ad for a medical clinic that performed similar surgery. Then in his mail, he got a brochure from yet another medical clinic asking him if he wanted to get rid of ugly varicose veins. Which trend that influenced the development of services marketing concepts and strategies is illustrated here? A. The increasing importance of service industries to the U.S. and world economies B. The increase of government regulation of professional service industries C. The growth in database marketing D. Increased competition in professional services E. Professional firms are placing increased emphasis on providing services

D

Which of the following statements has been suggested as a plausible explanation for the customer perception that service quality is declining? A. Technology-based services, which are superior to human-based services, are not being implemented enough B. Services are leveling the playing field and consistently trying to offer the same level of service to every customer C. Companies are decreasing their reliance on self-service and increasing the use of human interaction in the performance of services D. Customer expectations are higher because of the excellent service they receive from some companies E. Even though it is Easy to provide consistent, high-quality service, many companies do not want to do it

D

Which of the following trends has directly influenced the development of services marketing concepts and strategies? A. The decreasing importance of service industries to the U.S. and world economies B. The growth in information-based technology C. Decreased competition in professional services D. The fact that manufacturing firms are placing increased emphasis on providing services E. None of the above

D

Which of the following statements describes how consumers and employees are responding to technology-based services? A. Services can readily calm fears that privacy may be sacrificed if technology is used B. An infusion of technology can lead to an increase in human interaction C. The payback for investments in technology is a certainty D. Employees are often reluctant to integrate technology into their work lives E. All of the above statements describe how consumers and employees are responding to technology-based services

D employees

Which of the following is a marketing implication that results from the heterogeneity of services? A. Services cannot be returned or resold B. Services cannot be patented C. Services cannot be inventoried D. Mass production of services is difficult E. All of the above are marketing implications resulting from the heterogeneity of services

D. Mass production of services is difficult

Due to the _____ characteristic of services, customers can affect the transaction and how others perceive the transaction. A. Comparability B. Intangibility C. Heterogeneity D. Simultaneous production and consumption E. Perishability

D. SIMULTANEOUS

Which of the following is an intangible component of a car repair shop? A. Replacement parts B. Employee uniforms C. Barrel for storing recyclable motor oil D. The training the mechanic has received E. Customer waiting area

D. the training the mechanic has received

Which of the following statements about services is true? A. A service economy produces services at the expense of other sectors B. Service jobs are low paying and menial C. Service production is labor intensive and low in productivity D. Service is a necessary evil for manufacturing firms E. The skills needed for managing services differ from those used for managing manufacturing businesses

E

Which of the following statements about how technology has positively influenced service is true? A. Technology provides vehicles for delivering existing services in more accessible, convenient, productive ways B. Technology facilitates basic customer service functions C. Technology facilitates transactions by offering a direct vehicle for making purchases D. Technology provides an Easy way for customers to learn and do research about products and companies E. All of the above statements about how technology has influenced service are true

E all the above

Why would a blood bank, which pays people for their blood donations and then sells this blood to hospitals, use the name Blood Assurance? A. Because the assurance dimension of service quality guarantees customer satisfaction B. Because the assurance dimension of service quality means that the blood donation will be done accurately C. Because the assurance dimension of service quality emphasizes the knowledge of the employees D. Because the assurance dimension of service quality negates concerns about tangibles E. Because the assurance dimension of service quality inspires trust and confidence

E. Because the assurance dimension of service quality inspires trust and confidence

Which of the following is an example of aesthetics, one of the tools used to differentiate one culture from another? A. The number of times per week people dine out B. The average number of pets per household C. How people express their political beliefs D. Individual concepts of time management E. How people decorate their homes

E. how people decorate their homes

Which of the following statements regarding consumer information search for services is true? A. Consumers rely less on information from personal sources than from nonpersonal sources when evaluating services prior to purchase B. Consumers engage in less post-purchase evaluation and information seeking with services than with goods C. Consumers engage in less post-purchase evaluation than pre-purchase evaluation when selecting and consuming services D. Consumers perceive fewer risks when buying services than when buying goods E. Personal sources of information become more important as the complexity of the service being purchased increases

E. personal sources

A primary issue that marketers face in relation to service perishability is ensuring service quality over time. T/F

FALSE

Because a product is tangible, it cannot be inventoried. T/F

FALSE

Inadequate vertical communications will broaden provider gap 4. T/F

FALSE

Pricing is easier when marketing services than when marketing goods. T/F

FALSE

Provider gap 1 is widened when the service provider promises delivery on Monday when in fact there is no way the service provider can deliver until the following Thursday. T/F

FALSE

Provider gap 2 exists in service companies because of a failure of horizontal communication. T/F

FALSE

Technology is creating a demand for ethnocentric services. T/F

FALSE

The deregulation of industries has actually lessened the demand for services marketing skills. T/F

FALSE

The sources of customer expectations are all controlled by the service provider. T/F

FALSE

The synchronizing of supply and demand will narrow provider gap 4. T/F

FALSE

The use of transactional marketing will tend to narrow provider gap 1. T/F

FALSE

While the zones of tolerance may vary because of differing personality types, they are stable with relation to the importance of the service dimensions.

FALSE

Provider ______ is the difference between company understanding of customer expectations and development of customer-driven service designs and standards. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4

Gap 2

According to the concept of derived services, the value derived from physical goods is really the service provided by the good, not the good itself. T/F

TRUE

All businesses and organizations that operate on the Internet are essentially providing a service. T/F

TRUE

Because the production and consumption of services is simultaneous, the mass production of services is difficult. T/F

TRUE

Corn, bricks and paper clips are three examples of tangible dominant products. T/F

TRUE

Customers typically notice service when it falls outside the zone of tolerance.

TRUE

Deficiencies in human resources management policies will broaden provider gap 3. T/F

TRUE

Despite the importance of services and the bottom-line profit potential for services, consumers perceive that overall the quality of service they are receiving is declining. T/F

TRUE

Improved upward communication can be used to narrow provider gap 1. T/F

TRUE

Inappropriate physical evidence can result in provider gap 2. T/F

TRUE

One of the major difficulties associated with provider gap 4 is that communications to consumers typically involve issues that cross organizational boundaries. T/F

TRUE

Provider gap 2 is the discrepancy between development of customer-driven service standards and actual service performance by company employees. T/F

TRUE

Services marketing bridges the gap between what customers expect to get and what they perceive they actually got. T/F

TRUE

Services such as tax preparation, car repair and landscaping are high in experience qualities T/F

TRUE

The absence of customer-defined standards will broaden provider gap 2. T/F

TRUE

The central focus of the gaps model of service quality is to close the gap between customer expectations and perceptions. T/F

TRUE

The development of services marketing concepts has been strongly influenced by professional services like doctors and attorneys. T/F

TRUE

The primary objective of services producers and marketers is identical to that of all marketers. T/F

TRUE

The seven elements of the marketing mix for services are product, promotion, place, price, process, physical evidence and people T/F

TRUE

What do tax preparation services, law offices, dental practices and architects have in common?

They are all industries classified as part of the service sector.

What do deeds, processes and performances have in common?

Those words together define what a service is.

The characteristic of a service that means that it cannot be seen, felt, tasted or touched is: A. Intangibility B. Heterogeneity C. Divisibility D. Perishability E. Compatibility

a intangibility

Provider _____ is the difference between customer expectations of service and company understanding of those expectations. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4

a. Gap 1

The _____ gap is the difference between customer perceptions and expectations. A. Customer B. Service C. Value D. Quality E. Delivery

a. customer

Customers feel more responsible for their dissatisfaction when they purchase services than when they purchase goods since: A. Customers participate more in the service process B. Services are typically more expensive than goods C. Customers are more knowledgeable about services D. Services are more complex than goods E. Customers seek more information before purchasing a service

a. customers participate more in the service process

A(n) _____ expectation occurs when customer expectations are driven by another person or group of people. A. Derived service B. Other-self C. Dyadic D. Service-vision E. Shared

a. derived service

Hildy's children are giving her a weekend trip to a Lake Tahoe resort. The expectations of the customer services the resort will provide are much higher because they are planning the trip for their mother's approval rather than for their own use. This is an example of a(n) _____ expectation. A. Derived service B. Other-self C. Dyadic D. Service-vision E. Shared

a. derived service

A human resources manager who is hiring a sales trainer to improve the company's sales close rate will be concerned whether the trainer will provide the needed tools and motivation to perform his or her job. The human resources manager wants the company's top management and its sales force managers to approve of his selection of trainer. This is an example of a(n) _____ expectation. A. Derived service B. Other-self C. Procured D. Service-vision E. Shared

a. dervied service

Last week, Ramona bought a 6-month membership package at Bally's Jack LaLanne Fitness Center. She plans to exercise at Bally's four days a week by participating in an aerobics class, using the nautilus equipment and having a personal trainer. By the time her 6-month membership expires, Ramona hopes to lose 20 pounds, tone and strengthen her muscles, improve her cardiovascular fitness and look and feel more attractive. Ramona's expectations for her health and physical appearance reflect her _____ level of service for Bally's Jack LaLanne Fitness Center. A. Desired B. Adequate C. Transactional D. Predicted E. Ideal

a. desired

_____ service is the level of service the customer hopes to receive. A. Desired B. Adequate C. Functional D. Predictable E. Augmented

a. desired

The growth of e-tailing has led to the identification of four core dimensions that consumers use to evaluate Web sites. They are: A. Efficiency, fulfillment, reliability and privacy B. Responsiveness, reliability, assurance and empathy C. Context, content, community and connectivity D. Content, reliability, privacy and download speed E. Efficiency, effectiveness, maneuverability and attractiveness

a. efficiency, fulfillment, reliability and privacy

Historically, the Japanese have had poor dental care. As part of their beauty regimen, the Japanese do have a habit of lightening and whitening their skin. Teethart has developed "tooth manicure" salons, which allow Japanese to match their teeth coloration to their skin. Japanese are responding well do this new service because it satisfies their _____ needs. A. Ego B. Social C. Physiological D. Self-actualization E. Safety and security

a. ego

Oakley Millwork is a supplier of products used in the construction industry. It has a published policy that if a customer places an order from its catalog and the product is not available for immediate delivery, the customer gets the item free. In this example, a(n) _____ creates service expectation levels. A. Explicit service promise B. Word-of-mouth communication C. Situational factor D. Implicit service promise E. Service predicator

a. explicit service promise

In Mexico for about $13.50, you can participate in a migrant obstacle course that gives tourist a taste of the sometimes deadly crossings that illegal migrants make daily. Employees of the park do their best to catch the mock migrants. When they are caught, they hands are bound behind their back and they are loaded into trucks. The capture of the mock migrants is an example of a(n) _____ encounter. A. Face-to-face B. Public C. Personal D. Symbiotic E. Customer-controlled

a. face-to-face

Enterprise Rent-A-Car closely ties customer service to employee success. With a tracking system called the Enterprise Service Quality Index (ESQi), the company routinely follows up with customers by phone to determine their level of satisfaction with the company. Only completely satisfied customers count toward an employee ESQi score, which is used to measure employee's potential for promotion. Enterprise closes provider _____ by using marketing research. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4

a. gap 1

Service companies can close provider gap 4 by: A. Improving communications between sales and operations departments B. Using a systematic new-service development process C. Eliminating employee role ambiguity and role conflict D. Creating customer-defined standards E. Making sure customers understand their roles and responsibilities

a. improving

As more Europeans are making their own travel arrangements online, travel agencies are offering new services. One concept that is working well is to market exclusive travel packages that incorporate pre-paid children's activities. By designing packages specifically for parents and their children, the European travel agents are relying on _____ to create a differential advantage. A. Increased customer compatibility B. Decreased customer self-attribution of dissatisfaction C. Smaller customers' evoked sets D. Increased customer adherence to a service script E. Decreased service complexity

a. increased customer compatibility

Which of the following factors leads to provider gap 2? A. Inappropriate physical evidence and servicescape B. Inadequate marketing research C. Lack of integrated services marketing communications D. Failure to match supply and demand E. Inadequate horizontal communications

a. innappropriate

On a recent visit to The Home Depot store, a sales associate greeted Gigi when she entered the store, helped her locate the items she needed to repair her gutters and suggested how she could prevent gutter problems in the future. The assistance provided by the sales associate illustrates the ______ of services. A. Intangibility B. Comparability C. Divisibility D. Perishability E. Compatibility

a. intangibility

Using the drama metaphor, service actors need three characteristics to create the impression on customers. These three characteristics are: A. Loyalty, discipline and circumspection B. Talent, creativity and ingenuity C. Autonomy, self-interest and empathy D. Relevance, flexibility and responsibility E. Empathy, creativity and autonomy

a. loyalty

As a service dimension increases in importance, a consumer's zone of tolerance _____ and his or her desired and adequate service levels _____. A. Narrows; increase B. Widens; increase C. Widens; decrease D. Narrows; decrease

a. narrows; increase

When Maria woke up this morning, she felt terrible. She had a headache, sore throat and upset stomach. She called her doctor's office, explained her condition to the receptionist and asked if she could make an appointment to see the doctor as soon as possible that day since she was going on vacation tomorrow. Maria's expectation to see her doctor the same day she became sick resulted from a: A. Personal need B. Lasting service intensifier C. Transitory service intensifier D. Customer self-perceived service role E. Situational factor

a. personal need

One factor that influences adequate service is _____, the level of service that customers believe they are likely to get. A. Predicted service B. Forecasted intensity C. Evoked service D. Ego-oriented service E. The service paradigm

a. predicted service

Which of the following is NOT an element of the traditional marketing mix? A. Production B. Place C. Product D. Price E. Promotion

a. production

Last Thursday Dylan and Tori had dinner at Pig Pete's, a new restaurant they had a heard about from friends. When they received their order of buffalo wings, Dylan noticed the wings were cold and dried out instead of being hot and moist. Dylan complained to their waitress, who apologized, brought out a plate of freshly cooked buffalo wings and told Dylan and Tori that they would not be charged for the buffalo wings. The couple's experience at Pig Pete's is an example of which type of service encounter incident? A. Recovery B. Adaptability C. Spontaneity D. Credibility E. Coping

a. recovery

First National Bank of Chicago decreased customer waiting time by hiring "peak-time" tellers at a premium wage to work during high demand periods and by setting up express lines for customers who only need to make a deposit or cash a check. By decreasing customer waiting time, First National Bank of Chicago is: A. Reducing customer dissatisfaction by reducing the need for customer compatibility B. Decreasing customer self-attribution of dissatisfaction C. Increasing the size of its customers' evoked sets D. Universalizing its service script E. Eliminating the problems associated with service heterogeneity

a. reducing

Southwest Airlines has consistently had one of the best on-time performance records in the airline industry. A critical factor in Southwest's success has been its use of second tier airports such as Midway in Chicago, Hobby in Houston, City in Detroit and Ontario in Los Angeles. These lower traffic airports allow South-west to have a faster turnaround for its airplanes so they spend a greater percentage of their time in the air. Seventy percent of Southwest's flights have a turnaround time of 15 minutes. Southwest Airline's on-time performance reflects the _____ dimension of service quality. A. Reliability B. Responsiveness C. Assurance D. Empathy E. Tangibles

a. reliability

_____ has consistently proven to be the most important determinant of service quality. A. Reliability B. Responsiveness C. Assurance D. Empathy E. Tangibility

a. reliability

A service encounter that occurs without any direct human contact is a(n) _____ encounter. A. Remote B. Phone C. Detached D. Public E. Impersonal

a. remote

When Heather goes to the local gym, she has a personal trainer who helps make sure she is using the equipment correctly. The personal trainer is an example of a(n): A. Service B. Experience C. Attribute D. Good E. Benefit

a. service

the maintenance contract offered by Sears on its Kenmore fridges, dishwashers, and microwaves is an example of a(n) _____ a. service b. experience c. attribute d. good e. benefit

a. service

Which of the following is NOT a source of desired service and predicted service? A. Situational factors B. Explicit service promises C. Implicit service promises D. Word-of-mouth communications E. Past experiences

a. situational factors

_____ consists of short-term, individual factors that make a consumer more aware of the need for service. A. Temporary service intensifiers B. Perceived service alternatives C. Customer self-perceived service roles D. Situational factors E. Experiential intensifiers

a. temporary service intensifiers

Which of the following statements about the American Customer Satisfaction Index (ACSI) is true? A. The ACSI demonstrates to service providers that there is much room for improvement in customer satisfaction B. The ACSI was developed by the federal government as a way to include customer satisfaction measurements in census data C. In spite of the name, the ACSI also measures customer satisfaction levels for countries with which the U.S. has a greater than average level of trade D. The only country that is currently studying customer satisfaction and creating an index is the United States E. The ACSI tracks customer perceptions of the level of satisfaction provided by sole proprietorships as well as by large corporations

a. the ACSI demonstrates to service providers that there is much room for improvement in customer satisfaction

Imagine a bereaved family at a funeral home discovering a disco ball in the chapel, dirty restrooms and rap music on the sound system. You would be correct in saying: A. The physical environment quality led the family to belittle the overall service quality B. The technical outcome quality of the facility needed fine tuning C. The inappropriateness of the service quality was due to poor technical qualities D. Interaction qualities led to perceived inequities E. The overall service quality is not influenced by tangibles

a. the physical environment quality led the family to belittle the overall service quality

Using the drama metaphor, which of the following is considered an actor in the provision of service at a four-star restaurant? A. The pre-schooler who is misbehaving at the table behind you B. The plants that discreetly hide the staff work area C. The soft music being played on the sound system D. The leather covered menus with exotic food offerings E. All of the above

a. the pre-schooler

Molly's desires a haircut that will look just as attractive when she awakens in the morning as it does when she is going out on a date. With the desired haircut, all she has to do to fix her hair is to shake her head. A haircut is adequate when it doesn't have any stray long hairs and it hides her cowlick. Her recent haircut was in her zone of _____ because while it didn't look great all the time, a quick brushing was all that was needed to fix it. A. Tolerance B. Acceptability C. Impartiality D. Endurance E. Minimal variation

a. tolerance

Companies that emphasize acquiring new customers rather than retaining current customers are using _____ marketing. A. Transactional B. Developmental C. Proactive D. Relationship E. Acquisition

a. transactional

Which of the following products is NOT high in credence qualities? A. Wooden rocking horse B. Car muffler repair C. Mammogram D. Tax advice from a CPA E. Termite treatment for a house's subflooring

a. wooden rocking horse

As the date of her baby's birth comes nearer, Devon becomes increasingly more concerned about how the delivery room staff will treat her significant other. As the service dimension of responsiveness becomes more important over time, Devon's: A. Zone of tolerance will narrow and her desired and adequate service levels will increase B. Zone of tolerance will widen and her desired and adequate service levels will increase C. Zone of tolerance will narrow and her desired and adequate service levels will decrease D. Zone of tolerance will widen and her desired and adequate service levels will decrease E. Zone of tolerance will remain the same

a. zone of tolerance will narrow and her desired and adequate service levels will increase

The first time Alexis went to take golf lessons, she had a golf pro who was very patient with her and who was able to pinpoint what she was doing wrong without making her feel uncoordinated. Her second golf lesson was not nearly as helpful. The golf pro who gave the lesson wanted Alexis to watch what he was doing and imitate his swing. He was unable to verbalize his instructions. Alexis's experience with the two golf instructors illustrates the _____ of service. A. Intangibility B. Heterogeneity C. Simultaneous production and consumption D. Perishability E. Divisibility

b heterogeneity

When Randy Ross arrived at the airport Enterprise Rent-A-Car to pick up a reserved SUV, he was told the agency had no such car on the lot and that it had no record of him making a reservation. The rental agency's customer service representative Gene Lowery apologized profusely and called other agencies until he located an SUV at an agency several miles away. Lowery personally drove him to the other agency, knocked 20 percent off the rental fee, handed Ross $2 to pay a toll that he would now have to pay to get to his destination and gave him a free tank of gas. Ross's experience at Enterprise is an example of which type of service encounter incident? A. Recovery B. Adaptability C. Spontaneity D. Functionality E. Coping

b. adaptability

Leonard has been commuting to New York City on the Long Island Railroad for ten years. Every morning he takes the 7:00 a.m. train that is scheduled to arrive in New York at 8:15 a.m. from Huntington, a suburb of New York. Although Leonard would like the train to arrive in New York on time, he knows from his experience as a commuter that it is more likely the train will be 5 minutes late. Leonard's expectation that his train will be 5 minutes late reflects his _____ level of service for the Long Island Railroad. A. Desirable B. Adequate C. Expected D. Functional E. Available

b. adequate

Which of the following is NOT an example of an experience quality? A. Reliability B. Color C. Taste D. Purchase satisfaction E. Comfort

b. color

Service companies can close provider gap 4 by doing all of the following EXCEPT: A. Avoiding over-promising in advertising B. Conducting market research C. Improving coordination between the operations and marketing departments D. Viewing all of its external communications as interdependent E. Including interactive marketing in communications plans

b. conducting market research

For many people today, stress is a way of life. One way some are dealing with the stress is by going to mediation centers such as the Itawamba Mediation Center. These centers offer a place for silent prayer and meditation with a focus on spirituality. The Itawamba Mediation Center promises in its ads that you will feel stress-free when you leave its facility after a week's stay or else it will refund its $200 a day room fee. The mediation center's guarantee: A. Increases customer compatibility B. Decreases its customers' perceived risk C. Increases the size of its customers' evoked sets D. Decreases the need for personal sources of information E. Decreases service complexity

b. decreases

In Mexico for about $13.50, you can participate in a migrant obstacle course that gives tourist a taste of the sometimes deadly crossings that illegal migrants make daily. Employees of the park do their best to catch the mock migrants. When they are caught, they hands are bound behind their back and they are loaded into trucks. Which of the following would NOT be part of the customer's evidence of service for this experience? A. The other customers B. Economic conditions in Mexico C. Guarantees of safety D. Conditions of land that is being crossed E. How employees communicate with customers

b. economic conditions in Mexico

Before going on vacation to Universal Studios with her son and daughter, Daphne called American Airlines, Continental Airlines, Delta Air Lines and USAir to compare flight schedules and round-trip airfares from Newark, New Jersey to Orlando, Florida. American Airlines, Continental Airlines, Delta Air Lines and USAir comprise Daphne's _____ set. A. Awareness B. Evoked C. Perceived D. Motivational E. Knowledge

b. evoked

Raul lives in London, England. To plan for his upcoming vacation to Greece, he will either use Mainstream travel agency, First Choice travel operations or plan it by himself. These three make up Raul's _____ set. A. Awareness B. Evoked C. Recall D. Perceived E. Knowledge

b. evoked

The group of service providers a consumer considers to be acceptable options in a given service category is called the _____ set. A. Awareness B. Evoked C. Recall D. Perceived E. Knowledge

b. evoked

Customer _____ are the standards for performance against which service experiences are compared. A. Perceptions B. Expectations C. Attitudes D. Judgments E. Wants

b. expectations

Which of the following products is the most difficult to evaluate? A. Hair cut B. Fluoride treatment for children's teeth C. Car seat designed for an infant D. Decorative sculpture E. Skateboard

b. flouride

New mother Allyson needs to find a day care center for her infant daughter. Since this is the first time she has had to find someone to care for her daughter, she is unfamiliar with the day care centers in her hometown. Before leaving her child, Allyson has decided to search for information about the different centers located near her home. Which of the following sources is Allyson most likely to use when searching for information about day care centers? A. The Yellow Pages B. Friends with babies slightly older than hers C. Local TV advertising D. Local pennysaver newspaper E. Direct mail shopping guide

b. friends with babies slightly older than hers

Which of the following is an example of a tangible component provided by a hotel? A. Wake-up call B. Guest rooms C. Room service D. Express check-out E. Guaranteed reservations

b. guest rooms

The characteristic of a service that refers to differences in employees' performances is: A. Intangibility B. Heterogeneity C. Divisibility D. Perishability E. Simultaneous production and consumption

b. heterogeneity

The first time Terry brought his car to Auto Lube to have the oil changed he was very satisfied with the service. The service manager consulted him several times while his car was being serviced, asked him if there were any problems with the car, recommended when additional services should be performed and answered questions directly and politely. However, when Terry went back to Auto Lube after three months to have his oil changed again, he was not satisfied with the service. The manager spoke to him only when he arrived and when he paid his bill. In addition, the manager was impatient and unfriendly during the interaction. Terry's experience at Auto Lube illustrates the _____ of services. A. Intangibility B. Heterogeneity C. Simultaneous production and consumption D. Perishability E. Divisibility

b. heterogeneity

Weddings have always been lavish in India. Vandana Mohan is New Delhi's most successful wedding planner. The average New Delhi middle-class wedding in 2005 cost $20,000 with one recent wedding costing more than $10 million. Because budgets vary as do the desires to show off one's ability to engage in conspicuous consumption, Vandana Mohan sometimes finds it difficult to maintain his reputation for lavish and beautiful weddings. The problems associated with the planning of weddings illustrate the _____ characteristic of services. A. Versatility B. Heterogeneity C. Simultaneous production and consumption D. Perishability E. Intangibility

b. heterogeneity

Using the drama metaphor, which of the following is considered an element of the physical setting at a hair salon? A. The specialized training of the employees B. How equipment is stored and maintained C. How a customer is greeted when he or she walks in the front door D. Whether a customer can expect the same treatment each visit E. None of the above

b. how equipment

Which of the following statements about service encounters is true? A. When a customer has multiple service encounters with a firm, the only important encounter in terms of the customer's perception is the first one B. If a customer is interacting with a firm for the first time, that initial encounter will create a first impression of the organization C. All encounters are equally important in building customer relationships D. A customer will remember only negative service encounters and will forget any and all positive ones E. All services have on average about the same number of service encounters

b. if a customer is interacting with a firm for the first time, that initial encounter will create a first impression of the organization

_____ quality refers to how a service is delivered to the customer. A. Output B. Interaction C. Experiential D. Technical outcome E. Interactive

b. interaction

_____ are individual, stable factors that lead consumers to a heightened sensitivity to service. A. Personal needs B. Lasting service intensifiers C. Stationery service intensifiers D. Customers self-perceived roles E. Situational factors

b. lasting service intensifiers

After his home was burglarized, Rich became concerned about the safety of his wife and three children since he often traveled out-of-town on business. To prevent further burglaries and ensure his families safety, Rich decided to purchase a home security system from ADT Security Systems. Rich's expectation that an ADT home security system will prevent further burglaries and protect his family results from a: A. Social need B. Lasting service intensifier C. Stationary service intensifier D. Customer self-perceived service role E. Situational factor

b. lasting service intnesifier

Most U.S. businesses consider punctuality at meetings to be a sign of respect and are often frustrated by Latin Americans who consider time relatively less important. This example illustrates how the cultural universal of ____ differs in the U.S. and Latin America. A. Aesthetics B. Manners and customs C. Material culture D. Values and attitudes E. Language (verbal and nonverbal)

b. manners and customs

A day after Thania had an oil leak in her car repaired at a local service station, she noticed an oil spot under the front of her car. She called the station, told the manager that her car was still leaking oil and brought the car back to the station later that day to have it repaired again. When Thania returned to the service station to have her car repaired a second time, she had a _____ zone of tolerance and _____ expectations than the first time she had her car repaired. A. Narrower; lower B. Narrower; higher C. Wider; lower D. Wider; lower E. Same; same

b. narrower; higher

Consumers have a _____ zone of tolerance and _____ expectations for recovery service than first-time service. A. Narrower; lower B. Narrower; higher C. Wider; lower D. Wider; lower E. Same; same

b. narrower; higher

Which of the following factors is NOT a factor leading to provider gap 1? A. Inadequate marketing research orientation B. Over-promising C. Lack of upward communication D. Insufficient relationship focus E. Inadequate service recovery

b. over-promising

Everyone has a fast-food restaurant horror story, but McDonald's with the help of technology is working to greatly reduce bad experiences at its restaurants. Some McDonald's restaurants have installed simulation software that tells employees when they are about to get busy and how much food to put on the grill. While _____ lead to dissatisfying transactions, it is hoped that _____ in the form of new technology will lead to satisfying transactions. A. Word-of-mouth communication; explicit service promises B. Past experiences; situational factors C. Implicit service promises; past experiences D. Explicit service promises; situational factors E. Past experiences; self-perceived service role

b. past experiences; situational factors

In addition to the elements of the traditional marketing mix, the expanded mix for services includes: A. Positioning, personalization and process B. People, physical evidence and process C. Personalization, procurement and people D. Profit, production and psychology E. People, partnerships and positioning

b. people. physical evidence and process

The _____ is the customer's underlying generic attitude about the meaning of service and the proper conduct of service providers. A. Augmented service expectation B. Personal service philosophy C. Derived service expectation D. Cultural service expectation E. Temporary service intensifier

b. personal service

As a teenager, Jonathon spent his summers as a lifeguard. When he and his family were at a public swimming pool, he noticed its lifeguards seemed to spend all of their time flirting with each other and not watching for swimmers in distress as Jonathon had been taught to do. Because of Jonathon's _____, Jonathon had his family pack up their belongings and leave the pool. A. Augmented service expectation B. Personal service philosophy C. Derived service expectation D. Cultural service expectation E. Temporary service intensifier

b. personal service philosophy

On his way home from school, Daoud stopped at Wendy's and placed his order for a grilled chicken combo using the drive-through microphone. Which type of service encounter did Daoud have with Wendy's when he ordered his meal? A. Remote B. Phone C. Detached D. Public E. Collective

b. phone

Which of the following statements about predicted service is true? A. If the consumer predicts good service, the level of adequate service is likely to be lower than if he or she predicted poor service B. Predicted service estimates the level of service for one transaction C. With no more than three inputs, a consumer can determine the future predicted service of nearly all types of service providers on all occasions D. Predicted service is unaffected by situational factors or personal needs E. Predicted service is calculated by the service provider not the customer

b. predicted

Betty had a group of checks that she needed to deposit and another that she needed to cash for a trip she was leaving on the next day. When she got to her bank on Saturday, she was very disappointed to see it was closed. There was one car in the parking lot and a man was walking toward it. She pulled into a place to decide what to do. The man she had seen walked up to her car and asked if he could help. When she explained her problem, the man introduced himself as the bank's vice president and offered to cash her checks with the money he had in his wallet. Betty has since learned that this kind of service is commonplace at her bank. She knows the bank focuses on the _____ dimension of service quality. A. Reliability B. Responsiveness C. Assurance D. Empathy E. Tangibles

b. responsiveness

The _____ dimension of service quality refers to the willingness to help customers and provide prompt service. A. Reliability B. Responsiveness C. Assurance D. Empathy E. Tangibles

b. responsiveness

When consumers have problems with a Web site, they use _____ dimensions to evaluate e-service quality. A. Tangibility, efficiency and fulfillment B. Responsiveness, compensation and contact C. Empathy, efficiency and expectations D. Reliability, privacy and assurance E. Efficiency, fulfillment, reliability and privacy

b. responsiveness, compensation and contact

Products high in _____ qualities are the easiest to evaluate. A. Source B. Search C. Experience D. Perceptual E. Credence

b. search

Which of the following industries would be ranked highest by the American Customer Satisfaction Index (ACSI)? A. Online retailers B. Snack food C. Restaurant D. Internet auctions E. Insurance

b. snack food

A fire recently destroyed Leon's neighbor's house. Everyone expected the house to be rebuilt because neighbor told them he had insurance. Unfortunately, Leon's neighbor has insurance that would rebuild the house exactly the way it was before the fire. The neighbor's house was 60 years old and did not meet current building code requirements. Unless the neighbor has $40,000, in addition to his insurance settlement, he cannot rebuild his home. Leon is worried and called his insurance agent today to see how much it will cost to make sure his insurance would pay to have his house rebuilt in accordance with the current codes. Leon's need for this insurance is the result of: A. Predicted service B. Temporary service intensifiers C. Perceived service alternatives D. Lasting service intensifiers E. Personal needs

b. temporary service intensifiers

Two roommates both registered for an introduction to business class. At midterm, one roommate found his instructor so boring that he was thinking of changing his major to history. The other roommate had a charismatic teacher and looked forward to going to class. This heterogeneity of instruction demonstrates: A. How difficult it is to synchronize supply and demand with service B. That customer service depends on employee actions C. How customers affect each other D. The fact services cannot be readily communicated or displayed E. Why services cannot be inventoried

b. that customer service

Johanna wants to learn self-defense and has signed up for a class at her local YMCA. She chose this particular class because her sister took it last year and has not felt like a victim since then. While Johanna has never had a need to defend herself, everyone tells her it is a good idea to learn how. Johanna's service expectation for the class was shaped by: A. A social needs philosophy B. Word-of-mouth communication C. Explicit service promises D. Transitory need intensifiers E. Her ego-oriented definition of service

b. word-of-mouth communication

The most basic and universally cited, difference between goods and services is: A. Heterogeneity B. Perishability C. Intangibility D. Comparability E. Divisibility

c intangibility

For years, Texaco used the slogan, "You can trust your car to the man who wears the star". Which dimension of service quality was the Texaco promotional campaign emphasizing? A. Reliability B. Responsiveness C. Assurance D. Empathy E. Tangibles

c. assurance

In services with a high level of credence qualities, e.g., banking, insurance, medical and legal service, which of the following service quality dimensions is most important? A. Reliability B. Responsiveness C. Assurance D. Empathy E. Tangibles

c. assurance

USAir's Frequent Traveler Program provides financial incentives and rewards for members who fly on USAir. USAir's Frequent Traveler Program increases: A. The rate of innovation diffusion B. Customer compatibility C. Brand loyalty D. The size of the customer's evoked set E. Service divisibility

c. brand loyalty

Which of the following statements about what a service marketer can do if its customers have unrealistic expectations is true? A. One way to reduce unrealistic expectations is to ask customers what they want B. Make realistic sales pitches the industry standard C. Deliberately under-promise and over-deliver service D. Realize that customer expectations are static E. Avoid playing follow-the-leader with the competition

c. deliberately under-promise and over-deliver service

Which of the following factors does NOT cause provider gap 3? A. Ineffective employee recruitment B. Failure to match supply and demand C. Efficient marketing research systems D. Channel conflict over objectives and performance E. Lack of employee empowerment, perceived control and teamwork

c. efficient

Which of the following statements describes a marketing implication that results from the simultaneous production and consumption of services? A. Services cannot be returned or resold B. Service quality depends on many uncontrollable factors C. Employees affect the service outcome D. Services cannot be readily displayed or communicated E. There is no sure knowledge that the service delivered matches what was planned and promoted

c. employees affect

From the customer's point of view, the most vivid impression of service occurs in the service _____ when the customer interacts with the service firm. A. Event B. Socialization C. Encounter D. Arrangement E. Experience

c. encounter

On a recent trip to Disneyworld, Danielle had her picture taken with Minnie Mouse. After the picture was taken, Minnie Mouse signed Danielle's autograph book. Danielle's interaction with Minnie Mouse was actually a service _____ with Disneyworld. A. Event B. Socialization C. Encounter D. Arrangement E. Acculturation

c. encounter

_____ qualities are attributes a consumer can only determine after purchasing and consuming a product. A. Search B. Conceptual C. Experience D. Credence E. Cognitive

c. experience

The greatest potential variability in the interaction between a customer and a service firm occurs in a(n) _____ service encounter. A. Detached B. Phone C. Face-to-face D. Public E. Integrated communication

c. face-to-face

Provider gap 3 of the gaps model of service quality is caused by: A. Failure to match supply and demand B. Advertising that over-promised C. Failure to connect service design to service positioning D. Inadequate maintenance of servicescape E. A tendency to view each external communication as independent

c. failure

Which of the following statements regarding consumer evaluation of alternatives for services is true? A. The consumer's evoked set of alternatives is larger with services than with goods B. Consumers seldom select the first acceptable alternative and prefer to search through many alternatives C. For nonprofessional services, consumers' decisions often entail the choice between performing the services for themselves and hiring someone to perform them D. The typical customer's evoked set seldom includes self-provision E. The primary reason for larger evoked sets is the ease with which adequate purchase information can be obtained

c. for nonprofessional services

Nita belongs to an Internet library, which lets her trade books she no longer wants for like-valued items she does want. Most members follow the rules of the Web site, but a few unscrupulous members do not mail requested books because they are more interested in acquiring books than sharing them with others. Nita has the potential to experience problems with which e-service quality dimension as she trades books? A. Assurance B. Reliability C. Fulfillment D. Empathy E. Efficiency

c. fulfillment

Because Virginia's brother died while he was cashing a check at the local bank, Virginia has always hated any type of banking. When it became necessary for her to go to the bank to empty her brother's safe deposit box, she complained the whole time about the inept service, the too-cold air conditioning and the poor parking. Virginia's customer satisfaction was adversely influenced by: A. Poor service quality B. Her perception of service quality C. Her emotional state D. Her attributions for service success E. Her perception of equity

c. her emotional state

Gwen's first trip to an amusement park was as a chaperone for a class of special education children who were allowed to fill up on sugar on the bus trip to the park. By the end of the day, Gwen was very frustrated and very tired. Later when she revisited the amusement park, Gwen could not enjoy the experience because she kept remembering how miserable she had been acting as a chaperone. Gwen's satisfaction with amusement parks was adversely influenced by: A. Poor service quality B. Her perception of service quality C. Her emotional state D. Her attributions for service success E. Her perception of equity

c. her emotional state

Jack and Luke used the same mechanic to fix their cars. Both were unhappy with recent repairs. Luke who complained because his car was improperly repaired will have a ______ level of adequate service and a _____ zone of tolerance than Jack who did not complain about how poorly his car was running after the mechanic put in new spark plugs and did other maintenance. A. Lower; narrower B. Lower; wider C. Higher; narrower D. Higher; wider E. Stays the same; stays the same

c. higher; narrower

The marketing that goes on between an insurance agent and a current customer that is buying car insurance for a new teenage driver is an example of _____ marketing. A. Formal B. External C. Interactive D. Controlled

c. interactive

Karen owns a cottage on Martha's Vineyard, a popular island destination for tourists from about April to October. When Karen visits the island in March to dine at her favorite pizza restaurant, she expects great service because the tourists are not there. Because she predicts she will receive great service, her _____ than it is during the tourist season. A. Level of desired service will be higher B. Tolerance of situational factors will be higher C. Level of adequate service will be higher D. Zone of tolerance will be wider E. Level of adequate service will be lower

c. level of adequate service will be higher

Which of the following statements regarding the influence of emotions and moods on the consumer evaluation of services is true? A. The consumer's evoked set of alternatives is larger with services than with goods B. Positive moods and emotions lessen the likelihood of performance of behaviors that have positive expected outcomes C. Mood and emotion bias evaluation of service encounters in "mood-congruent" directions D. The mood of the customer has no influence on the way the impressions of a service are encoded, retained and retrieved by customers E. The greater the human interaction in the service encounter, the less likely moods and emotions will influence the consumer's evaluation of the service

c. mood and emotion bias

Which of the following statements regarding service purchase and consumption is true? A. Service delivery can be conceived as an actor B. Service encounters can be viewed as drama C. Negative departures from a customer's expected service script detract from service performance D. Customer compatibility influences customer satisfaction in low contact services E. Customers do not play a role in a well-scripted service drama

c. negative departures

Historically, the Japanese have had poor dental care. As part of their beauty regimen, the Japanese do have a habit of lightening and whitening their skin. Teethart has developed "tooth manicure" salons, which allow Japanese to match their teeth coloration to their skin. A personalized whitening mouthpiece is developed for each patient. The mouthpiece is placed around the teeth and a cleaning solution is added. The patient listens to soothing music and sits in a comfortable chair while his or her teeth are whitened. Monthly treatments in this spa-like environment reflect the _____ element of Teethart's service mix. A. Product B. Production C. Process D. Place E. Promotion

c. process

Business travelers today are more likely to order room service than ever before. A tired piece of chicken in a congealed sauce kept company by a heap of wilted lettuce will likely cause the customer to think negatively about his or her hotel stay. This is an example of how _____ influences customer satisfaction. A. The salesperson's emotional state B. Problems with perceived equity C. A product feature D. Service validity E. Service attribution

c. product feature

Monroe and Ilene are meeting with a potential wedding caterer today. They will sample seven different kinds of wedding cakes, taste three entrees, sip varied wines and examine table setting options. The caterer allows prospective clients to sample his products before purchase in order to: A. Evoke the drama metaphor B. Create evidence of credence qualities C. Reduce the risk inherent in the purchase of a service D. Eliminate risk E. Create a larger evoked set

c. reduce risk

Often after some life-changing crisis such as a divorce, the death of a loved one or a serious car accident, people tend to rethink what they are doing with their lives. They are concerned that in some way they are wasting their lives and not achieving their full potential. It is not uncommon for these people to immerse themselves in yoga, to challenge their own limits by taking up some death-defying sport or to simply get validation from a therapist. In these ways, people can satisfy their _____ needs. A. Ego B. Social C. Self-actualization D. Safety and security E. Physiological

c. self-actualization

In the simplest terms, _____ are deeds, process and performances. a. attributes b. experiences c. services d. goods e. benefits

c. services

Many people when they go on vacation are choosing to leave their dogs in posh pet resorts that offer a variety of activities for the dogs, such as swimming pool frolics, nature walks and hayrides. Dog owners are paying $17 per night for basic boarding at the pet resorts and up to an additional $20 for the other activities, which would be collectively classified as: A. Goods B. Values C. Services D. Satisficers E. Attributes

c. services

The Offshore Sailing School in Jersey City, New Jersey offers a basic sailing course, which takes place in three days over two weekends, for $495. Students enrolled in the course attend classroom sessions that cover the theory and technology of sailing and receive hands-on sailing instructions in the water that introduces them to all fundamental sailing skills. Student participation in the Offshore Sailing School's classroom sessions and hands-on sailing instructions illustrates the _____ characteristic of services . A. Versatility B. Heterogeneity C. Simultaneous production and consumption D. Perishability E. Intangibility

c. simultaneous production and consumption

The last time Lia went shopping at Parisian's department store she had a very pleasant experience. When she entered Parisian's, she asked a sales associate named Sarah for assistance finding a pair of jeans, a pair of shorts, a skirt and matching tops. Sarah enthusiastically agreed to help and treated Lia like royalty throughout her two-hour shopping trip. Sarah stayed with Lia the entire time she was in Parisian's and showed her a number of different styles of jeans, shorts, skirts and tops. Sarah brought Lia additional items while she was in the fitting room and offered her advice on accessorizing her outfits. After the sale, Sarah thanked Lia for her purchases. Lia's experience at Parisian's is an example of which type of service encounter incident? A. Recovery B. Adaptability C. Spontaneity D. Believability E. Coping

c. spontaneity

Which of the following is a marketing implication that results from the perishability of services? A. Service quality depends on many uncontrollable factors B. Employees affect the service outcome C. Synchronizing supply and demand is difficult D. Customers participate and affect the service outcome E. Service delivery and customer satisfaction depend on employee actions

c. synchronizing participate

_____ is a key determinant of whether a product offering should be classified as a product or a service. A. Physicality B. Audience passivity C. Tangibility D. Perception E. Abstraction

c. tangibility

Which of the following is NOT an example of a search quality? A. Style B. Price C. Taste D. Color E. Smell

c. taste

Which of the following would result in a broadening of provider gap 1? A. The service intermediary for a cruise line wants to only sell those cruises on which it would receive the highest commissions B. The ski resort has an over-reliance on price to smooth demand for its resort facilities C. The marketing research done by the motel chain includes insufficient research about what its target market wants D. The ads for the language program over-promise how quickly the average person will be able to learn a foreign language E. All of the above would result in a broadening of provider gap 1

c. the marketing research

Which of the following is an example of material culture, one of the tools used to differentiate one culture from another? A. The way senior citizens are treated B. The reverence people show for its artists and musicians C. What people collect and display in their homes D. How people use their free time E. Educational institutions

c. what people collect and display in their homes

Before going out to dinner with her husband at Formia Ristorante, a contemporary Italian restaurant in New Jersey, Jennifer read a review of Formia in the local newspaper. The review indicated Formia is an unpretentious and unassuming, but exceptionally fine, contemporary Italian restaurant. Five servers who are under the owner's watchful eye attentively care for the fourteen roomy tables in the single large dining room. What the servers may lack in experience is more than compensated for by tempered enthusiasm and sincere desire to ensure guests are comfortable. The review of Formia that Jennifer read is a(n): A. Explicit service promise B. Implicit service promise C. Word-of-mouth communication D. Past experience influence E. Marketing testimonial

c. word-of-mouth communication

Andreason Removal Company removes asbestos from old houses and buildings. Which of the following is an example of the people element of services marketing mix? A. Federal inspectors who check behind Andreason's employees to make sure the job is done properly B. People in the community where it disposes of the asbestos C. Physicians who have studied the dangers of breathing asbestos D. People who hire the company to remove the asbestos from their property E. Suppliers who provide the uniforms and masks to protect Andreason's employees from the asbestos

d. asbestos

Services high in _____ qualities are the most difficult to evaluate. A. Search B. Experience C. Source D. Credence E. Motivational

d. credence

Services provided by x-ray technicians, surgeons, dentists and land surveyors are high in _____ qualities. A. Search B. Experience C. Source D. Credence E. Cognitive

d. credence

Which of the following themes is NOT a source of customer satisfaction/dissatisfaction in service encounters? A. Recovery B. Adaptability C. Spontaneity D. Credibility E. Coping

d. credibility

Allstate changed its insurance billing procedure after research revealed customers wanted flexible payment plans and billing information presented in an easy-to-read format. What type of research would Allstate most likely have used to discover how customers perceived Allstate's billing procedure? A. Trailer calls B. Mall intercept interviews C. Role-playing experiments D. Critical incident technique E. Thematic apperception tests

d. critical incident technique

To determine the source of customers' favorable and unfavorable perceptions in service encounters, researchers use which of the following research methods? A. Trailer calls B. Mall intercept interviews C. Role-playing experiments D. Critical incident technique E. Thematic apperception tests

d. critical incident technique

_____ standards are operations standards set by a service firm to correspond to customer expectations. A. Company-driven B. Competitor-driven C. Contact employee-driven D. Customer-driven E. Management-defined

d. customer driven

Which of the following statements about customer satisfaction and service quality is true? A. Customer satisfaction is a focused evaluation that reflects the customer's perception of specific dimensions of service like reliability and responsiveness B. Service quality is more inclusive than customer service C. The terms customer service and service quality can correctly be used interchangeably D. Customer satisfaction is influenced by perceptions of service quality E. None of the above statements about customer satisfaction and service quality is true

d. customer satisfaction is influenced by perceptions of service quality

For years, State Farm insurance used the slogan, "Like a good neighbor, State Farm is here". The slogan showed the availability of the State Farm agent to help in any way needed. Which dimension of service quality was State Farm emphasizing? A. Reliability B. Responsiveness C. Assurance D. Empathy E. Tangibles

d. empathy

The _____ dimension of service quality is the caring, individualized attention given to customers. A. Reliability B. Responsiveness C. Assurance D. Empathy E. Tangibles

d. empathy

Customer _____ are beliefs about service delivery that function as standards against which performance is judged. A. Attitudes B. Judgments C. Goals D. Expectations E. Perceptions

d. expectations

Raul took his dog Buffy to dog training school to stop Buffy from barking. As soon as the dog returned home, she started her same pattern of barking. Raul was highly critical of the trainers for not teaching Buffy not to bark even though he had not continued the reinforcement technique he was supposed to use to encourage Buffy's good behavior. Raul customer satisfaction was adversely affected by: A. Poor service quality B. His perception of service quality C. His emotional state D. His attribution for service failure E. His perception of equity

d. his attribution for service failure

Kershawn recently had a visit with his dermatologist. Rather than show her the malformed mole on his arm, he expected the physician to find it. When she didn't see it, he claimed she was a poorly-trained doctor. Kershown's service expectation was influenced by: A. The transitory nature of service intensifiers B. His evoked services set C. His temporary perception of need D. His self-perceived service role E. His ego oriented approach to service

d. his self-perceived service role

Avril wants to get her ears pierced. In the community in which she lives, she can get them pierced at a jewelry store in a strip mall. She can get them pierced at the local tattoo parlor or have them pierced by a friend's mother who happens to be a nurse. Avril's mother has threatened her with dire punishment if she has them pierced and then gets an infection because the person who pierces them was inept or unsanitary. Avril chose the nurse because of a(n) _____, which makes her believe it is the method her mother will most approve of. A. Explicit service promise B. Perceived service alternative C. Word-of-mouth communication D. Implicit service promise E. Marketing testimonial

d. implicit service promise

Zoë was looking for a kennel to board her cocker spaniel for two weeks while she goes on vacation. There are two kennels close to her home. One charges $50 per week and the other charges $125 per week. Zoë chose the higher priced service because her dog is like a member of the family and she wanted it to have the best possible care while she was away. Zoë's service expectation level was determined by a(n): A. Explicit service promise B. Perceived service alternative C. Word-of-mouth communication D. Implicit service promise E. Marketing testimonial

d. implicit service promise

Service companies can close provider gap 2 by doing all of the following EXCEPT: A. Using a systematic new-service development process B. Developing customer-defined service standards C. Designing and using an appropriate servicescape D. Improving communication between the marketing and operations departments E. Creating formal process for setting service quality standards

d. improving

As the number of perceived service alternatives increases, the level of adequate service _____ and the zone of tolerance _____. A. Decreases; narrows B. Decreases; widens C. Increases, widens D. Increases; narrows E. Stays the same; stays the same

d. increases; narrows

Lynette said all she expected from the day care at the gym she belonged to was to get her children back at the end of an hour and learn the police had not been called because of something they did. She uses this particular gym because the day care will let her unruly children stay even though it provides only the nominal supervision. Lynette has _____ expectations about the day care. A. Desired B. Acceptable C. Conventional D. Minimum tolerable E. Experience-based

d. minimum tolerable

_____ refers to the fact that services cannot be saved, stored, resold or returned. A. Intangibility B. Heterogeneity C. Simultaneous production and consumption D. Perishability E. Incompatibility

d. perishability

Which of the following would lead to dissatisfying SSTs? A. Stakeholder-driven failure B. Poor Internet linkage C. Management failure D. Poor design E. Innovation failure

d. poor design

To close the customer gap, the gaps model of service quality suggests the _____ gaps need to be closed. A. Services marketing B. Service dimensions C. 4 Ps D. Provider E. Value

d. provider

Sam Goody, a tape, compact disc and video store, has a frequent buyer program called Replay that rewards members a $15 gift certificate for every $150 in purchases made at Sam Goody. In addition, Replay members receive a coupon each month for a 20-25 percent discount on the purchase of an unlimited number of CDs and/or cassettes from a specific music category. By having a frequent buyer program, Sam Goody is using _____ marketing. A. Transactional B. Developmental C. Proactive D. Relationship E. Acquisition

d. relationship

Telepizza S.A. Is a Spanish pizza restaurant chain that offers children membership in its magic club. The magic club gives its members small prizes, usually simple magic tricks, with each order their parents place. Telepizza has 65 percent of the Spanish market has a result of using _____ marketing. A. Transactional B. Developmental C. Proactive D. Relationship E. Acquisition

d. relationship

The sources of customer expectations are market-controlled factors such as: A. The individual's innate needs B. The individual's previous experiences C. Word-of-mouth communication D. Sales promises E. What the competition is offering

d. sales promise

Which of the following statements about customer satisfaction is true? A. Satisfaction cannot be defined quantitatively B. Customer satisfaction can only be analyzed if it is considered to be a static occurrence C. Customer satisfaction can only be determined through anecdotal evidence D. Satisfaction may be associated with feelings of ambivalence when there is a mix of positive and negative experiences E. Customer satisfaction is not influenced by price

d. satisfaction may be associated with feelings of ambivalence when there is a mix of positive and negative experiences

The factors that influence adequate service expectations are _____ in nature and fluctuate _____ than the factors that influenced desired service expectations. A. Long-term; less B. Long-term; more C. Short-term; less D. Short-term; more

d. short-term; more

Because of the _____ of services, service producers find themselves playing a role as part of the product itself and an essential ingredient in the service experience for the consumer. A. Comparability B. Intangibility C. Heterogeneity D. Simultaneous production and consumption E. Perishability

d. simultaneous production and consumption

33. John's flight on United Airlines from Chicago to San Francisco departed two hours late because of a snowstorm in Chicago. The snowstorm that delayed John's flight is a: A. Transitory service intensifier B. Service negator C. Predicted service influence D. Situational factor E. Temporary personal need hindrance

d. situational factor

A wildcat strike by garbage collectors in a large metropolitan city during prime tourist season will most likely cause tourists to cut short their visit and have a poor image of the city. The wildcat garbage strike is an example of a: A. Transitory service intensifier B. Service negator C. Predicted service influence D. Situational factor E. Temporary personal need hindrance

d. situational factor

Kelly dined in a family-style restaurant in Mobile, Alabama, shortly after a hurricane had brushed the coastal area. The server apologized because there were no iced drinks available. The water supply had been contaminated by the storm's high tides. The water system was fine now, but after repairing other minor damages, the workers had not yet had a chance to clean the ice machine. Kelly, a long-time resident of Mobile, understood that _____ meant she would need to modify her service expectations. A. Transitory service intensifier B. Service negator C. Predicted service influence D. Situational factor E. Temporary personal need hindrance

d. situational factor

Which of the following in NOT an example of technical outcome quality? A. The taste of a meal at a restaurant B. An airplane arriving on time at an airport C. A pest control company eradicating termites in a townhouse D. The sales associate greeting a customer in a specialty clothing store E. A utility company connecting electricity for a customer's new home

d. the sales associate greeting a customer in a specialty clothing store

In which of the following situations will customer compatibility NOT influence customer satisfaction with a service? A. Customers are in close proximity to each other in the service environment B. Customers must wait for the service C. Verbal interaction among customers is likely in the service environment D. The service environment attracts a homogeneous customer mix E. Customers engage in numerous and varied activities in the service environment

d. the service environment

For the Chinese New Year, tens of thousands of Chinese will flock to Las Vegas, Nevada to test how lucky they are. This annual pilgrimage by members of China's middle class reflects the Chinese love of games of chance and their belief that the New Year brings good luck. Las Vegas will erect elaborate decorating for the Chinese New Year celebration. Las Vegas is responding to the _____ of the Chinese middle class. A. Aesthetics B. Socialization C. Material culture D. Values and attitudes E. Language (both verbal and nonverbal)

d. values and attitudes

Which of the following products is LEAST high in experience qualities? A. Plastic surgery B. A prom band C. Catered banquet D. Wedding dress E. Pet grooming

d. wedding dress

Which of the following statements describes a marketing implication that results from the intangibility of services? A. Customers participate in and affect the transaction B. Service quality depends on many uncontrollable factors C. Services can be readily communicated D. There is no sure knowledge that the service delivered matches what was planned and promoted E. Services cannot be inventoried

e services cannot be invented

Which of the following products is the easiest to evaluate? A. Tax advice from a CPA B. Cancer screening test C. Retirement home D. Legal advice on avoiding estate taxes E. A walk-in freezer

e. a walk-in freezer

Which of the following can influence how satisfied a customer is with a service? A. Customers' emotions B. Product features C. Customers' perception of service quality D. Uncontrollable situational factor E. All of the above

e. all of the above

Consumers are more brand loyal to services than to goods because services have: A. Higher perceived risks B. Higher search costs C. Fewer substitutes available D. Higher initial monetary costs E. All of the above

e. all the above

Customers often cannot accurately evaluate the technical qualities of legal work like that provided when a homeowner refinances his or her property. Which of the following cues would the homeowner be likely to use to evaluate the legal services? A. Courtesy of the lawyer and staff B. Diplomas on wall C. How the lawyer dresses D. The lawyer's use of humor and empathy E. All of the above

e. all the above

Groups purchasing services encounter: A. Greater perceived risk B. More reliance on word-of-mouth communication C. Greater difficulty in comparing alternatives D. A higher level of customer participation E. All of the above

e. all the above

In Mexico for about $13.50, you can participate in a migrant obstacle course that gives tourist a taste of the sometimes deadly crossings that illegal migrants make daily. Employees of the park do their best to catch the mock migrants. When they are caught, they hands are bound behind their back and they are loaded into trucks. The service quality the mock migrants perceive is determined by: A. Whether the faux border patrols use abusive language B. How hot the truck is C. How well the other customers react to their capture D. How the faux border patrol dresses E. All of the above

e. all the above

Which of the following are determinants of service quality in a face-to-face service encounter? A. Verbal behavior of employees B. Decor of physical environment C. Verbal behavior of customers D. Appearance of employees E. All of the above

e. all the above

Which of the following incidents is likely to influence a customer's perception of service quality of an appliance store? A. A late night call to the store's service department B. The relationship the customer has established with the store after buying several different appliances C. A salesperson's explanation of extended warranty service D. The welcoming atmosphere of the store E. All of the above

e. all the above

Which of the following is an example of the people element of an airline company's services marketing mix? A. Pilots B. Baggage handlers C. Customers D. Flight attendants E. All of the above

e. all the above

In Mexico for about $13.50, you can participate in a migrant obstacle course that gives tourist a taste of the sometimes deadly crossings that illegal migrants make daily. Employees of the park do their best to catch the mock migrants. When they are caught, they hands are bound behind their back and they are loaded into trucks. When a captured mock migrant showed signs of having a heart attack, the park employees would be involved in which type of service encounter incident? A. Reliability B. Adaptability C. Spontaneity D. Functionality E. Coping

e. coping

Which of the following service encounter themes reflects employees' responding to problem customers, i.e., customers who are unwilling to cooperate with the service provider, other customers, industry regulations and/or laws? A. Recovery B. Adaptability C. Spontaneity D. Credibility E. Coping

e. coping

Which of the following factors does NOT lead to provider gap 4? A. Absence of strong internal marketing program B. Over-promising in advertising C. Insufficient communication between marketing and operations D. Differences in policies and procedures across company branches E. Creating clear standards

e. creating clear standards

_____ qualities are characteristics of a product consumers may find impossible to evaluate even after purchase and consumption. A. Search B. Cognitive C. Perceptual D. Experience E. Credence

e. credence

Service companies can close provider gap 3 by doing any of the following EXCEPT: A. Teaching customers to perform their roles appropriately B. Synchronizing supply and demand C. Motivating intermediaries to meet company service goals D. Empowering employees E. Developing customer-defined service standards

e. developing

For which of the following products is a consumer likely to have the smallest evoked set of alternatives? A. Toothpaste B. Athletic shoes C. Cereal D. Movie videos E. Dry cleaners

e. dry cleaners

Research indicates that if an individual has to wait longer than eight seconds for an Internet site to download, then he or she will likely abandon plans to visit the site and move on to another site. In which of the service quality dimension that are used to evaluate web sites would a site be deficient if it took longer than eight seconds to download? A. Assurance B. Reliability C. Fulfillment D. Empathy E. Efficiency

e. efficiency

Credit card companies have raised customer _____ for service performance by offering lower interest rates, longer grace periods before paying, frequent flyer miles, no annual fees, rebates, discounts, prizes and merchandise. A. Perceptions B. Prospects C. Objectives D. Goals E. Expectations

e. expectations

J. Crew, a catalog retailer, makes the following service guarantee in its catalog. "Everything we sell is our own design and our own make and we guarantee it all without reservation. If at any time for any reason you are not completely satisfied with any item, we will make an exchange or refund your payment per your direction". J. Crew's service guarantee is a(n): A. Marketing testimonial B. Implicit service promise C. Word-of-mouth communication D. Past experience influencer E. Explicit service promise

e. explicit service promise

_____ are personal and nonpersonal statements about a service made by an organization to customers. A. Marketing testimonials B. Implicit service promises C. Word-of-mouth communications D. Past experience influencers E. Explicit service promises

e. explicit service promses

Which of the following is NOT part of the evidence of service in a bank? A. Tellers B. Time spent waiting in line C. Bank's interior decorations D. Courtesy of loan officer when you apply for an automobile loan E. Interest rate on a 6-month certificate of deposit

e. interest rate on a 6-month certificate of deposit

Extron Electronics makes coaxial cables for connecting computers to all types of peripheral devices like printers, modems and fax machines. For the benefit of its customers, Extron provides a laminated card with pictures of all the possible cable connections that a customer could need. With this card, a customer can order from one to any number of connectors with as many feet of cable as is needed. Orders can be placed using a toll-free number, a fax number or an e-mail address. Company reps are also available 24-hours a day in case the customer is not sure which drawing on the card matches his or her needs. Orders are shipped within 48-hours of receipt. If a customer is not completely satisfied with his or her order, Extron has a 100 percent satisfaction guaranteed return policy. Which of the following trends that has influenced the development of services marketing concepts and strategies as illustrated by Extron's focus on customer service? A. The increasing importance of service industries to the U.S. and world economies B. The increase of government regulation of service industries C. The growth in information-based technology D. Increased competition in professional services E. Manufacturing firms are placing increased emphasis on providing services

e. manufacturing firms are placing increased emphasis on providing services

Which of the following products is NOT high in search qualities? A. Piano B. Diapers C. Motor oil D. Floor lamp E. Massage therapy

e. massage therapy

Velma was preparing to take her first airplane trip in more than 20 years. One of the primary reasons why she has not flown is because she is over six feet tall and she hated how close the seats were. Just prior to making plane reservations, she saw an article in a travel magazine congratulating United and American Airlines for increasing the room between passenger seats. She did not have time to read the whole article—just the first paragraph. She made her reservations on United Airlines with the knowledge that she would not have to feel like she was "shoe horned" into her seat. When she boarded the plane, she was struck with how close the seats appeared. Then she learned United had only increased the room for the first six rows and American had made sure that every seat had extra room. Velma's service expectation levels were shaped by: A. Explicit service promises and word-of-mouth communications B. Past experience and word-of mouth communication C. Implicit and explicit service promises D. Implicit service promises and predicted service E. Past experience and explicit service promises

e. past experience and explicit service promises

Instead of cooking dinner themselves, Janice and her roommate Selema decided to order pizza and have it delivered to their apartment. Although Janice and Selema usually order pizza from Pizza Hut, they had recently received coupons in the mail from two other neighborhood pizza restaurants, JoJi's Gourmet Pizza and Angelo's Pizzeria, for discounts on the purchase of two medium pizzas. JoJi's Gourmet Pizza and Angelo's Pizzeria are providing the roommates with: A. Transitory personal need influences B. Situational factors C. Evoked service offerings D. Temporary service intensifiers E. Perceived service alternatives

e. perceived service alternatives

When Alicia and Jordan dined at Formia Ristorante, a contemporary Italian restaurant in New Jersey, they both enjoyed Formia's coy, smart and embracing atmosphere. Formia creates this atmosphere with a single large dining room that measures 20 by 60 feet and contains 14 roomy tables. Ceiling fans slowly swirl as candlelight dances across the tables that are attentively cared for by servers. Vertical pink and white florid patterns emerge from old wainscoting. Finally, Formia's two-page menu offers guests a range of pasta, chicken, veal and seafood entrees, in addition to nightly specials that are handwritten and presented on large index cards. Alicia and Jordan experienced the _____ element of Formia Ristorante's services marketing mix. A. Product B. Production C. Process D. Place E. Physical evidence

e. physical evidence

Business travelers today are more likely to order room service than ever before. A tired piece of chicken in a congealed sauce kept company by a heap of wilted lettuce led the salesperson to conclude that the hotel did not care about his comfort. Therefore, the salesperson decided to never stay at this hotel again. The salesperson's lack of satisfaction with the hotel was due to: A. The salesperson's emotional state B. Problems with perceived equity C. A product disadvantage D. Service validity E. Service attribution

e. service attribution

Which of the following is NOT a reason why consumers perceive greater risks when buying services than when buying goods? A. Warranties or guarantees do not accompany services B. Services are non-standardized C. Services are intangible D. Services have a high level of experience qualities E. Services are perishable

e. services are perishable

The romantic mountain getaway seemed like the perfect Valentine's Day gift. The pictures in the brochure showed couples enjoying the amenities in their cabins. When the couple arrived, they found a cold, uninviting cabin with a shortage of creature comforts--no down-filled blankets, no wood for the fireplace, paper plates and cups and a broken chair. In this service example, the _____ was not what the customers expected. A. Internal marketing B. Management-driven service C. Interactive communication D. Relationship marketing E. Servicescape

e. servicescape

Which of the following is NOT an example of a service business? A. Amusement park B. Hotel C. Bank D. Department store E. Soft drink bottler

e. soft drink bottler

The Walt Disney Company does not permit male employees at its theme parks to have mustaches and beards, sideburns that extend past the earlobe or hair covering any part of the ears or hanging over the shirt collar. In addition, male employees may not wear strong fragrances or earrings. The Walt Disney Company's dress code reflects the _____ dimension of service quality. A. Reliability B. Responsiveness C. Assurance D. Empathy E. Tangibles

e. tangibles

Which of the following is NOT a source of customer expectations? A. Word-of-mouth communications B. Advertising C. Pricing D. Sales personnel E. Target market

e. target market

Henri, Al and T.K. are all studying to be dog groomers at a local Petsmart training academy. Henri and Al believe they received inadequate training because they could not get a job when the course concluded. T.K. thinks the academy was a great experience and really enjoys grooming the pets at Pet Heaven Kennels. In this example, satisfaction levels were influenced by: A. Poor service quality B. Their perceptions of service quality C. Their emotional states D. Their attributions for service success E. Their perception of equity

e. their perception of equity

The extent to which customers recognize and are willing to accept variation in service performance is called their zone of: A. Variation B. Indifference C. Acceptance D. Impartiality E. Tolerance

e. tolerance

A catered meal and a bridal gown are examples of two products that are high in credence quality. t/f

false

A company that wants to excel at responsiveness should view service delivery and the handling of requests from the company's point of view.

false

A customer's perceived service alternatives are a source of desired expectations.

false

A customer's personal service philosophy is a temporary service intensifier.

false

A customer's refusal to comply with park regulations when riding a roller coaster in an amusement park will have no effect on his or her level of satisfaction.

false

All service encounters are equally important in building good customer relationships.

false

All services have about the same number of service encounters.

false

Among the characteristics that distinguish organizations from individual decision making are social forces such as current business climate and technological trends. t/f

false

Because services are intangibles, customers do not need evidence of service in order to know they have been served.

false

Companies that ask customers about their service expectations raise the customers' levels of expectations.

false

Explicit service promises are defined as any non-personal, paid-for communication between the customer and the seller.

false

For the consumer, moods and emotions have consistent states of intensity and stability. t/f

false

Groups purchasing service encounters encounter significantly less perceived risk than individuals. t/f

false

How a customer defines desired levels of service is more likely to change than how adequate levels of service are defined.

false

In general, situational factors temporarily lower the level of adequate service and narrow the zone of tolerance.

false

In terms of the drama metaphor, the physical setting includes how the service personnel respond to you and to each other. t/f

false

Lower search costs are typically involved when changing brands of services than in changing brands of goods. t/f

false

Service encounters that occur without any human contact are referred to as impersonal encounters.

false

Service marketing researchers all agree that the terms satisfaction and quality are interchangeable.

false

The evoked set for a service is much larger than that for a good. t/f

false

The letters ACSI are an acronym for the Association of Customer Service Institute, which measures customers' perceptions of service quality around the world.

false

Under-promising service has no effect on how customers determine their service level expectations.

false

Unlike most other cultural factors, aesthetics does not have any significant effect on the purchase of a service. t/f

false

Word-of-mouth communication about a service may be either personal or nonpersonal, but it is always verbal.

false

Zones of tolerance are a source of desired expectations.

false

FedEx developed a 12-item statistical Service Quality Indicator to measure customer satisfaction and service quality. The index is comprised of customer-defined performance standards such as number of missed pick-ups, number of lost packages and number of late deliveries. Each of the performance standards is weighted based on the relative importance of each standard to customers. By developing a Service Quality Indicator that incorporates customer-defined performance standards, FedEx is closing provider _____ of the gaps model of service quality. gap 1-4

gap 2

Historically, the Japanese have had poor dental care. As part of their beauty regimen, the Japanese do have a habit of lightening and whitening their skin. Teethart has developed "tooth manicure" salons, which allow Japanese to match their teeth coloration to their skin. Each treatment takes place in a private booth, which contains an ergonomically-designed chair, muted lights and New Age-style music. The walls are painted calming shade of blues and greens. By using physical evidence to reduce anxiety, Teethart is narrowing provider _____ of the gaps model of service quality. gap 1-4

gap 2

Home Design is a reasonably priced source for home decorating items like bronze bookends and silver candlesticks. Until its recent remodeling, customers who happened into the store were often disappointed because they expected the store to be a discount store. The front of the store had some masonry damage. Its parking lot needed repaving. Its store windows were stained and one was cracked. Now customers who enter the store expect to find unique decorating items because the outside of the store is so tastefully done. This change in servicescape was a way to narrow provider _____ of the gaps model of service quality. gap 1-4

gap 2

The CEO of Southwest Airlines is a model service leader, who is committed to providing high service quality. He actively engages in defining and implementing Southwest's service vision by motivating employees, serving as a role model, selecting and training service personnel and building teamwork in the organization. His service leadership closes Provider _____ of the gaps model of service quality. gap 1-4

gap 2

In India weddings are timed to occur when Venus is in the ascendant and Jupiter is strong. This day is deemed lucky. In 2005, almost 15, 000 couples in New Delhi had their wedding on December 25, the day astrologers announced would be the best day for a wedding. It is very likely that wedding planners in New Delhi have difficulty narrowing provider ______ of the gaps model of service quality due to their inability to match supply and demand. gap 1-4

gap 3

In order to get an accurate cholesterol reading, an individual must fast for at least eight hours before the test. When you schedule a cholesterol test at your doctor's office, you will receive a brochure that will explain the fasting and why it is so very necessary. Providing this sort of educational literature to patients is one way doctors try to narrow provider _____ of the gaps model of service quality. gap 1-3

gap 3

Parisian, a specialty department store chain in the southeastern U.S., instituted a policy change allowing sales associates to accept personal checks up to $5000 without department manager approval. Parisian's is using empowerment to narrow provider _____ of the gaps model of service quality. gap 1-4

gap 3

Provider _____ is the difference between the development of customer-driven service standards and actual service performance by company employees. gap 1-4

gap 3

When the toddler's ball rolled under the motel bed, his mother was surprised to find a dirty sock and used crumbled tissues under the bed also. This physical evidence of service was not what the mother expected to find in this luxury hotel and served to broaden the provider _____ of the gaps model of service quality. gap 1-4

gap 3

Marriott had an advertising campaign with the following theme: "You can't be late for business appointments and neither can we. At Marriott, if your breakfast doesn't show up on time, it won't show up on your bill. That's because we take our business just as seriously as you take yours. And our business is service. The commitment is what makes Marriott the business traveler's first choice". If a business traveler, who saw this advertisement, stayed at a Marriott hotel and did not receive breakfast on time and was charged for that breakfast, Provider _____ of the gaps model of service quality would have occurred. gap 1-4

gap 4

Provider _____ is the difference between service delivery and the service provider's external communications. gap 1-4

gap 4

Yvonne and Ty were due to be wed last March when a tornado blew down the church where the wedding was to be held. Even though the wedding was postponed and they risked losing over one thousand dollars in deposits, they were not worried because they had purchased wedding insurance. The salesperson had guaranteed they would have a perfect wedding no matter what happened. When Ty called the insurance agent, he learned that the policy did not provide coverage if the wedding was postponed due to an act of nature such as a tornado. In this case, provider _____ of the gaps model of service quality was apparent as their "perfect wedding" did not happen as promised. gap 1-4

gap 4

Membership in a class that teaches self-defense would more than likely satisfy a(n) _____ and membership in an exclusive country club where annual dues are $2,000 and where there is a selection committee would satisfy a(n) _____ need. A. Safety and security; ego B. Social; self-actualization C. Ego; ego D. Social; physiological E. Self-actualization; psychological

safety and security; ego

Many successful people would like to find someone to share their lives with, but are unable to make the connection. To satisfy this _____ need, some travel agencies are setting up two-week vacation cruises and tour groups for singles in their 20s and 30s. These trips throw together people who have basically the same likes and dislikes in unfamiliar surroundings to try to stimulate relationships. A. Ego B. Social C. Physiological D. Self-actualization E. Safety and security

social

A person who is in a sad mood will absorb and retrieve information differently from a person who is in an angry mood. t/f

true

A service provider that wants to be perceived as empathetic should allow its employees to customize the services to meet the specific needs of each individual customer.

true

Although consumer satisfaction tends to be measured at a particular point in time as if it were static, satisfaction is a dynamic, moving target.

true

Attributions influence perceptions of satisfaction with services.

true

Culture is important in services marketing because of its effects on the ways customers evaluate and use services. t/f

true

Culture manifests itself most dramatically in the people-to-people contact of our social institutions. t/f

true

Customers assess service performance on the basis of what they desire and what they deem acceptable.

true

Customers' adequate service levels are less stable than their desired levels.

true

How well a bride describes how she wants the wedding invitations to look influences her definition of adequate service.

true

Outsourcing has greatly increased the complexity of purchase decision making. t/f

true

Perceptions of equitable treatment by the service provider will affect customers' perceptions of service.

true

Service researchers have suggested that consumers judge the quality of services based on their perceptions of the technical outcome provided, the process by which that outcome was delivered and the quality of the physical surroundings in which the service was delivered.

true

The most important determinant of perceptions of service quality among U.S. customers is reliability.

true

To develop a true customer franchise—immutable customer loyalty—companies must not only consistently exceed the adequate service level but also reach the desired service level.

true

When considering customer satisfaction/dissatisfaction, the ability of the service providers to correct service delivery system failures is very important.

true

When purchasing services consumers are more likely to rely on personal sources when they search for information rather than nonpersonal sources. t/f

true