Question 1

Provider gap 3 would be created when:

Accepted Answer

A)  A fast-food restaurant uses a frequency marketing program 
B)  An advertisement that promises a full-body massage for $5 
C)  Employees refund customer's money if they complain about the service they received 
D)  A patient receiving an x-ray neglects to tell the technician she was pregnant 
E)  Any of the above occurred 
A)  A fast-food restaurant uses a frequency marketing program 
B)  An advertisement that promises a full-body massage for $5 
C)  Employees refund customer's money if they complain about the service they received 
D)  A patient receiving an x-ray neglects to tell the technician she was pregnant 
E)  Any of the above occurred D

Question 2

Moderate customer participation is required with marriage counseling.

Accepted Answer

A) True 
 B)False  False

Question 3

Compatibility management is LEAST important in which of the following services?

Accepted Answer

A)  Airplane flights 
B)  Movie theater 
C)  College basketball game 
D)  Theme park 
E)  Long distance telephone service 
A)  Airplane flights 
B)  Movie theater 
C)  College basketball game 
D)  Theme park 
E)  Long distance telephone service E

Question 4

In which of the following situations will compatibility management be of little or no importance?

Accepted Answer

A)  The service environment attracts a homogeneous customer mix 
B)  Customers are in close proximity to each other 
C)  The core service is compatibility 
D)  Customers must wait for the service 
E)  Customers engage in numerous and varied activities 
A)  The service environment attracts a homogeneous customer mix 
B)  Customers are in close proximity to each other 
C)  The core service is compatibility 
D)  Customers must wait for the service 
E)  Customers engage in numerous and varied activities

Question 5

Nude bathing is the norm at the Tagoona lakefront beach. By prohibiting the wearing of clothes on weekdays, the Tagoona lakefront beach is:

Accepted Answer

A)  Rewarding customers 
B)  Positioning customers 
C)  Managing the customer mix 
D)  Defining customers' jobs 
E)  Educating customers 
A)  Rewarding customers 
B)  Positioning customers 
C)  Managing the customer mix 
D)  Defining customers' jobs 
E)  Educating customers

Question 6

Patients sitting in dental chairs are part of the _____ element of the services marketing mix.

Accepted Answer

A)  People 
B)  Product 
C)  Place 
D)  Promotion 
E)  Physical evidence 
A)  People 
B)  Product 
C)  Place 
D)  Promotion 
E)  Physical evidence

Question 7

After Japonica and DeShawn returned home from a vacation in California, Japonica noticed that her new luggage had a five-inch tear in it. Rather than assume that the damaged luggage was a cost of flying and there was nothing to be done about it, she called the airline's customer service center. The person answering the phone at the center mailed her the instructions for getting her suitcase repaired at the airline's expense. Japonica and DeShawn were pleased with the repair when the suitcase was shipped home about a month later. In this scenario, Japonica and DeShawn played the role of:

Accepted Answer

A)  Customer mix manager 
B)  Competitor 
C)  Productive resource 
D)  Contributor to quality and satisfaction 
E)  Recruiter 
A)  Customer mix manager 
B)  Competitor 
C)  Productive resource 
D)  Contributor to quality and satisfaction 
E)  Recruiter

Question 8

In developing strategies for addressing customer involvement in service delivery, what does the organization do first?

Accepted Answer

Determine what type

Question 9

Discover Card has an automated inquiry system that enables card members to obtain their current balance, available credit and payment information via telephone without speaking to an account representative. What term should be used to describe this inquiry system?

Accepted Answer

Customer participati

Question 10

Customer input can affect the service organization's productivity through both the quality of what they contribute and the resulting quality and quantity of output generated.

Accepted Answer

A) True 
 B)False

Question 11

Customers do not contribute to quality service delivery when they ask questions.

Accepted Answer

A) True 
 B)False

Question 12

Even though some service providers would like to reduce customer participation in the service delivery, it cannot be done.

Accepted Answer

A) True 
 B)False

Question 13

Instead of having a hair stylist color her hair, Chandris prefers to dye her own hair. Which of the following roles is Chandris performing?

Accepted Answer

A)  Customer mix manager 
B)  Competitor 
C)  Productive resource 
D)  Contributor to quality and satisfaction 
E)  Recruiter 
A)  Customer mix manager 
B)  Competitor 
C)  Productive resource 
D)  Contributor to quality and satisfaction 
E)  Recruiter

Question 14

In order to increase efficiency, business-to-business service providers have eliminated customer participation in service delivery.

Accepted Answer

A) True 
 B)False

Question 15

A consumer who complains that the stain was not removed from her suit jacket is performing which of the following service delivery roles?

Accepted Answer

A)  Customer mix manager 
B)  Competitor 
C)  Productive resource 
D)  Contributor to quality and satisfaction 
E)  Recruiter 
A)  Customer mix manager 
B)  Competitor 
C)  Productive resource 
D)  Contributor to quality and satisfaction 
E)  Recruiter

Question 16

A service station that offers customers lower gasoline prices at a self-service pump compared to the prices at a full-service pump is:

Accepted Answer

A)  Rewarding customers 
B)  Positioning customers 
C)  Managing the customer mix 
D)  Defining customers' jobs 
E)  Educating customers 
A)  Rewarding customers 
B)  Positioning customers 
C)  Managing the customer mix 
D)  Defining customers' jobs 
E)  Educating customers

Question 17

A consumer's decision to produce a service for himself or herself or contract externally for the service depends on a variety of factors. Which of the following is an example of a psychic reward a homeowner might receive if he decides to landscape his own yard instead of hiring a landscape design expert?

Accepted Answer

A)  Control over the landscaping process and the final results 
B)  Feelings of pride and pleasure as he looks at the final results 
C)  A high degree of confidence and trust in his own ability to landscape 
D)  The skills and knowledge of a landscape artist 
E)  Less expensive process than a professional landscaper would offer 
A)  Control over the landscaping process and the final results 
B)  Feelings of pride and pleasure as he looks at the final results 
C)  A high degree of confidence and trust in his own ability to landscape 
D)  The skills and knowledge of a landscape artist 
E)  Less expensive process than a professional landscaper would offer

Question 18

The overall goal of a customer participation strategy is to:

Accepted Answer

A)  Determine optimal production levels 
B)  Increase customer satisfaction and productivity 
C)  Eliminate uncertainty due to customer actions 
D)  Maximize word-of-mouth advertising 
E)  Act socially responsible 
A)  Determine optimal production levels 
B)  Increase customer satisfaction and productivity 
C)  Eliminate uncertainty due to customer actions 
D)  Maximize word-of-mouth advertising 
E)  Act socially responsible

Question 19

After having a positive service experience at Lens Crafters when she had her eyes examined and purchased new contact lenses, Diane recommended Lens Crafters to two of her friends who were planning to get new eyeglasses. Diane is performing which of the following customer jobs?

Accepted Answer

A)  Helping himself or herself 
B)  Positioning the company 
C)  Promoting the company 
D)  Recruiting customers 
E)  Helping others 
A)  Helping himself or herself 
B)  Positioning the company 
C)  Promoting the company 
D)  Recruiting customers 
E)  Helping others

Question 20

On site, customers require two kinds of orientation. They are place orientation and:

Accepted Answer

A)  Time orientation 
B)  Function orientation 
C)  Social orientation 
D)  Cultural orientation 
E)  Promotable orientation 
A)  Time orientation 
B)  Function orientation 
C)  Social orientation 
D)  Cultural orientation 
E)  Promotable orientation

Provider gap 3 would be created when:

Moderate customer participation is required with marriage counseling.

Compatibility management is LEAST important in which of the following services?

In which of the following situations will compatibility management be of little or no importance?

Nude bathing is the norm at the Tagoona lakefront beach. By prohibiting the wearing of clothes on weekdays, the Tagoona lakefront beach is:

Patients sitting in dental chairs are part of the _____ element of the services marketing mix.

In developing strategies for addressing customer involvement in service delivery, what does the organization do first?

Discover Card has an automated inquiry system that enables card members to obtain their current balance, available credit and payment information via telephone without speaking to an account representative. What term should be used to describe this inquiry system?

Customer input can affect the service organization's productivity through both the quality of what they contribute and the resulting quality and quantity of output generated.

Customers do not contribute to quality service delivery when they ask questions.

Even though some service providers would like to reduce customer participation in the service delivery, it cannot be done.

Instead of having a hair stylist color her hair, Chandris prefers to dye her own hair. Which of the following roles is Chandris performing?

In order to increase efficiency, business-to-business service providers have eliminated customer participation in service delivery.

A consumer who complains that the stain was not removed from her suit jacket is performing which of the following service delivery roles?

A service station that offers customers lower gasoline prices at a self-service pump compared to the prices at a full-service pump is:

The overall goal of a customer participation strategy is to:

After having a positive service experience at Lens Crafters when she had her eyes examined and purchased new contact lenses, Diane recommended Lens Crafters to two of her friends who were planning to get new eyeglasses. Diane is performing which of the following customer jobs?

On site, customers require two kinds of orientation. They are place orientation and:

Introduction to Services

Conceptual Framework of the Book: the Gaps Model of Service Quality

Consumer Behavior in Services

Customer Expectations of Service

Customer Perceptions of Service

Listening to Customers Through Research

Building Customer Relationships

Service Recovery

Service Innovation and Design

Customer-Defined Service Standards

Physical Evidence and the Servicescape

Employees Roles in Service Delivery

Delivering Service Through Intermediaries and Electronic Channels

Managing Demand and Capacity

Integrated Marketing Communications

Pricing of Services

The Financial and Economic Impact of Service

Filters

Exam 13: Customers Roles in Service Delivery

Provider gap 3 would be created when:

Moderate customer participation is required with marriage counseling.

Compatibility management is LEAST important in which of the following services?

In which of the following situations will compatibility management be of little or no importance?

Nude bathing is the norm at the Tagoona lakefront beach. By prohibiting the wearing of clothes on weekdays, the Tagoona lakefront beach is:

Patients sitting in dental chairs are part of the _____ element of the services marketing mix.

In developing strategies for addressing customer involvement in service delivery, what does the organization do first?

Discover Card has an automated inquiry system that enables card members to obtain their current balance, available credit and payment information via telephone without speaking to an account representative. What term should be used to describe this inquiry system?

Customer input can affect the service organization's productivity through both the quality of what they contribute and the resulting quality and quantity of output generated.

Customers do not contribute to quality service delivery when they ask questions.

Even though some service providers would like to reduce customer participation in the service delivery, it cannot be done.

Instead of having a hair stylist color her hair, Chandris prefers to dye her own hair. Which of the following roles is Chandris performing?

In order to increase efficiency, business-to-business service providers have eliminated customer participation in service delivery.

A consumer who complains that the stain was not removed from her suit jacket is performing which of the following service delivery roles?

A service station that offers customers lower gasoline prices at a self-service pump compared to the prices at a full-service pump is:

The overall goal of a customer participation strategy is to:

After having a positive service experience at Lens Crafters when she had her eyes examined and purchased new contact lenses, Diane recommended Lens Crafters to two of her friends who were planning to get new eyeglasses. Diane is performing which of the following customer jobs?

On site, customers require two kinds of orientation. They are place orientation and:

Introduction to Services

Conceptual Framework of the Book: the Gaps Model of Service Quality

Consumer Behavior in Services

Customer Expectations of Service

Customer Perceptions of Service

Listening to Customers Through Research

Building Customer Relationships

Service Recovery

Service Innovation and Design

Customer-Defined Service Standards

Physical Evidence and the Servicescape

Employees Roles in Service Delivery

Delivering Service Through Intermediaries and Electronic Channels

Managing Demand and Capacity

Integrated Marketing Communications

Pricing of Services

The Financial and Economic Impact of Service

Filters