service marketing
The development of services marketing concepts has been strongly influenced by professional services like doctors and attorneys.
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
A customer's perceived service alternatives are a source of desired expectations.
false
Hurricanes and tornadoes that affect a large number of people are examples of personal situational factors.
false
Pricing is easier when marketing services than when marketing goods.
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.
false
Provider gap 2 exists in service companies because of a failure of horizontal communication.
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
Technology is creating a demand for ethnocentric services.
false
The deregulation of industries has actually lessened the demand for services marketing skills.
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
The seven elements of the marketing mix for services are product, promotion, place, price, process, progress, and people.
false
The sources of customer expectations are all controlled by the service provider
false
The synchronizing of supply and demand will narrow provider gap 4.
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
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
inadequate vertical communications will broaden provider gap 4.
false
the use of transactional marketing will tend to narrow provider gap 1.
false
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
true
All businesses and organizations that operate on the Internet are essentially providing a service.
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
Because the production and consumption of services is simultaneous, the mass production of services is difficult
true
ad puffery such as "The Best Pizza in the State" could lead to provider gap 4.
true
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 personal service philosophy is an influence on his/her adequate service expectations.
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
A primary issue that marketers face in relation to service perishability is ensuring service quality over time.
false
All service encounters are equally important in building good customer relationships.
false
All services have about the same number of service encounters
false
Because a product is tangible, it cannot be inventoried.
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
How a customer defines desired levels of service is more likely to change than how adequate levels of service are defined.
false
The central focus of the gaps model of service quality is to close the gap between customer expectations and perceptions.
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
Customers assess service performance on the basis of what they desire and what they deem acceptable.
true
Customers typically notice service when it falls outside the zone of tolerance
true
Customers' adequate service levels are less stable than their desired levels.
true
Deficiencies in human resources management policies will broaden provider gap 3.
true
Derived service expectations occur when customer expectations are driven by another person or a group of people
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.
true
Every service encounter is an opportunity to build satisfaction and quality.
true
Improved upward communication can be used to narrow provider gap 1.
true
Inappropriate physical evidence can result in provider gap 2.
true
It is very difficult to surprise or delight customers by consistently delivering reliable service
true
One of the major difficulties associated with provider gap 4 is that communications to consumers typically involve issues that cross organizational boundaries.
true
Perceptions of equitable treatment by the service provider will affect customers' perceptions of service.
true
Provider gap 2 is the difference between development of customer-driven service standards and actual service performance by company employees.
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
Services marketing bridges the gap between what customers expect to get and what they perceive they actually got
true
The absence of customer-defined standards will broaden provider gap 2.
true
