Test 1 Customer Service

Ranking from highest to lowest, the countries with the largest service sector employment by percentage of GDP are:

United Kingdom, United States, Japan

Possible strategies for managing demand and minimizing the marketing problems associated with perishability include which of the following?

all of these

Which of the following statements regarding ethics is correct?

all of these are correct

Which of the following statements pertaining to inseparability is false?

all of these are true

What are e-services?

an electronic service available via the Net that competes tasks

Possible solutions that firms use to minimize the problems caused by inseparability include all of the following except:

appealing to market segments with different demand patterns

General Motors, the manufacturing giant's, largest supplier is:

blue cross-blue shield insurance

Sam and Gloria, who deliver services outside the firm's physical facilities, are examples of:

boundary-spanning personnel

Service consumers tend to be more brand loyal than goods consumers because:

brand loyalty lowers the amount of perceived risk

A perishability-related strategy that increases the supply of services by forming a co-op with other service providers is referred to as:

capacity sharing

The ____ is the fifth step in the consumer decision process.

choice

The switching costs associated with the time it takes simply thinking about making a change in service providers are called _____ costs.

cognitive

Which of the following is NOT an example of an external search for college selection?

consumer's own memories

Which subsector is the second-largest employment industry, accounting for 13.3 million jobs?

educational services

The process through which an individual adapts and comes to appreciate the values, norms, and required behavior patterns of an organization is called:

employee socialization

Paying close attention to whether one's actions are right or wrong and why one is behaving in that manner is referred to as:

ethical vigilance

Multi-attribute models are used most during which step of the consumer decision process?

evaluation of alternatives

Which of the following could NOT be included in the airline molecular model?

financing arrangements

Which of the following is true regarding the insurance industry?

future job growth is limited in part by Internet sales methods

The service characteristic that reflects the variation in consistency from one service transaction to the next is:

heterogeneity

Services are characterized by all of the following characteristics except:

homogeneity

Co-producer risk is directly related to the concept of:

inseparability

Consumers often have a difficult time objectively evaluating services before purchase. This is due primarily to:

intangibility

Of the four unique service characteristics that distinguish goods from services, the one that is the primary source of the other three characteristics is:

intangibility

The reason services have few search attributes is primarily attributed to:

intangibility

The unique service characteristic that deals specifically with the inability to inventory services is:

intangibility

Which of the following scenarios is likely to lead to the highest level of customer dissatisfaction?

lower demand than optimal supply levels

Which of the following is an example of intangible-dominant?

math tutoring

On the scale of market entities, with tangible-dominant to the extreme left and intangible-dominant to the extreme right, investment management services would appear:

mid-right

All of the following are true regarding the wholesale and retail trade supersector except:

most wholesalers are large, employing more than 200 workers

All of the following are advantages of standardized services except:

none of these are exceptions

A customer attempted to pay his bill with his American Express credit card; however, the service firm did not accept American Express. Which of the following components of the servuction model negatively influenced the customer's experience?

organization and systems

As an auditor, Joe learned of promising breakthrough technology not yet known to the public. He immediately purchased a large number of shares of stock to resell after the technology was made public. This type of ethical issue falls under:

organizational relationships

Which of the following statements is NOT an explanation for why service consumers are particularly vulnerable to ethical misconduct?

other consumers are involved in the production process

The component of the servuction model over which most service firms have the least control is:

other customers

According to the servuction model, factors that influence the customer's service experience include all of the following except:

price

Which of the following statements is NOT true?

researchers clearly understand how consumers make decisions

Attributes such as price, fit, and feel are called:

search

With regards to the number of service alternatives available, which of the following statements is true?

self-service, in some instances, is a viable alternative

It is generally accepted that the ____ economy includes the "soft parts" of the economy consisting of nine industry supersectors.

service

The ____ reflects the view that the intangible aspects of products are becoming the key features that differentiate the products in the marketplace.

service imperative

Which of the following is a marketing challenge posed by intangibility?

services have no costs of goods sold

A customer who notices dirty silverware and a dirty floor in his/her favorite restaurant and loses his/her appetite has been influenced by which of the following components of the servuction model?

servicescape

​The financial activities supersector consists of all the following except:

social assitance

Most people tend to associate this term with being "green" and protecting the environment.

sustainability

The prepurchase stage consists of all of the following activities except:

the approach

Marketing challenges posed by inseparability include all of the following except:

the difficulty to achieve service standardization and quality control

Possible solutions that minimize the problems caused by intangibility include all of the following except:

the effective management of consumers

In which of the following postpurchase models do consumers evaluate services by comparing expectations with perceptions?

the expectancy disconfirmation model

All of the following are beliefs of materialismic snobs except:

the increase in service jobs will increase the standard of living in the United States

Businesses such as fast food restaurants would fall where along the scale of market entities?

the middle of the continuum

The postpurchase model that is based on the idea that in a service encounter, customers and employees perform roles, and that satisfaction is a function of role congruence is called:

the servuction model

Which of the following statements is false?

the use of third parties decrease the supply of a service

When changing dentists, the patient was required to pay for a new set of X-rays. This type of switching cost is referred to as:

transaction costs

The professional and business supersector includes all of the following subsectors except _____ services.

transportation

Which one of the following strategies is used to alter consumer demand?

utilizing creative pricing strategies

According to the perceived-control perspective, which of the following statements is true?

when considering strategies to increase consumer and employee control, it is equally important for the service firm itself to maintain control of the service experience

The economic value of transforming goods into services is illustrated by paying:

$7 for a cup of coffee in a five-star restaurant

More than ____% of the workforce within the arts, entertainment, and recreation subsector have no formal education beyond high school.

40

What is the approximate percentage of the United States' gross domestic product generated by the service sector?

47%

Which of the following formulas correctly illustrates the expectancy confirmation theory?

Customer satisfaction=perceptions>expectations