Question 1

_____ consists of short-term, individual factors that make a consumer more aware of the need for service.

Accepted Answer

A)  Temporary service intensifiers 
B)  Perceived service alternatives 
C)  Customer self-perceived service roles 
D)  Situational factors 
E)  Experiential intensifiers 
A)  Temporary service intensifiers 
B)  Perceived service alternatives 
C)  Customer self-perceived service roles 
D)  Situational factors 
E)  Experiential intensifiers

Question 2

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:

Accepted Answer

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 
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

Question 3

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

Accepted Answer

A) True 
 B)False

Question 4

List five factors that influence how a customer determines what comprises adequate service.

Accepted Answer

(1) transitory service influen

Question 5

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?

Accepted Answer

A)  Tolerable 
B)  Normative 
C)  Conventional 
D)  Functional 
E)  Ego-based 
A)  Tolerable 
B)  Normative 
C)  Conventional 
D)  Functional 
E)  Ego-based

Question 6

As the number of perceived service alternatives increases, the level of adequate service _____ and the zone of tolerance _____.

Accepted Answer

A)  Decreases; narrows 
B)  Decreases; widens 
C)  Increases, widens 
D)  Increases; narrows 
E)  Stays the same; stays the same 
A)  Decreases; narrows 
B)  Decreases; widens 
C)  Increases, widens 
D)  Increases; narrows 
E)  Stays the same; stays the same

Question 7

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

Accepted Answer

A) True 
 B)False

Question 8

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

Accepted Answer

A) True 
 B)False

Question 9

A(n) _____ expectation occurs when customer expectations are driven by another person or group of people.

Accepted Answer

A)  Derived service 
B)  Other-self 
C)  Dyadic 
D)  Service-vision 
E)  Shared 
A)  Derived service 
B)  Other-self 
C)  Dyadic 
D)  Service-vision 
E)  Shared

Question 10

When is a customer for a janitorial service most likely to notice the cleaning done by the service and make some comment about it?

Accepted Answer

When the service is

Question 11

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.

Accepted Answer

A)  Explicit service promise 
B)  Word-of-mouth communication 
C)  Situational factor 
D)  Implicit service promise 
E)  Service predicator 
A)  Explicit service promise 
B)  Word-of-mouth communication 
C)  Situational factor 
D)  Implicit service promise 
E)  Service predicator

Question 12

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

Accepted Answer

A) True 
 B)False

Question 13

One factor that influences adequate service is _____, the level of service that customers believe they are likely to get.

Accepted Answer

A)  Predicted service 
B)  Forecasted intensity 
C)  Evoked service 
D)  Ego-oriented service 
E)  The service paradigm 
A)  Predicted service 
B)  Forecasted intensity 
C)  Evoked service 
D)  Ego-oriented service 
E)  The service paradigm

Question 14

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.

Accepted Answer

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 
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

Question 15

Which of the following statements about predicted service is true?

Accepted Answer

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 
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

Question 16

The highest possible level of customer expectations is _____ expectations.

Accepted Answer

A)  Desired 
B)  Acceptable 
C)  Ideal 
D)  Ego-satisfying 
E)  Id-oriented 
A)  Desired 
B)  Acceptable 
C)  Ideal 
D)  Ego-satisfying 
E)  Id-oriented

Question 17

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.

Accepted Answer

A)  Derived service 
B)  Other-self 
C)  Procured 
D)  Service-vision 
E)  Shared 
A)  Derived service 
B)  Other-self 
C)  Procured 
D)  Service-vision 
E)  Shared

Question 18

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

Accepted Answer

A) True 
 B)False

Question 19

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.

Accepted Answer

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 
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

Question 20

Martine wants to open an after-school tutoring service for students in 6th through 9th grade. How can a thorough knowledge of customers' expectations improve the probability of her success?

Accepted Answer

Customer expectations are beliefs about

_____ consists of short-term, individual factors that make a consumer more aware of the need for service.

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

List five factors that influence how a customer determines what comprises adequate service.

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?

As the number of perceived service alternatives increases, the level of adequate service _ and the zone of tolerance _.

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

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

A(n) _____ expectation occurs when customer expectations are driven by another person or group of people.

When is a customer for a janitorial service most likely to notice the cleaning done by the service and make some comment about it?

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

One factor that influences adequate service is _____, the level of service that customers believe they are likely to get.

Which of the following statements about predicted service is true?

The highest possible level of customer expectations is _____ expectations.

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

Martine wants to open an after-school tutoring service for students in 6^th through 9^th grade. How can a thorough knowledge of customers' expectations improve the probability of her success?

Introduction to Services

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

Consumer Behavior in Services

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

Customers 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 4: Customer Expectations of Service

_____ consists of short-term, individual factors that make a consumer more aware of the need for service.

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

List five factors that influence how a customer determines what comprises adequate service.

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?

As the number of perceived service alternatives increases, the level of adequate service _____ and the zone of tolerance _____.

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

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

A(n) _____ expectation occurs when customer expectations are driven by another person or group of people.

When is a customer for a janitorial service most likely to notice the cleaning done by the service and make some comment about it?

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

One factor that influences adequate service is _____, the level of service that customers believe they are likely to get.

Which of the following statements about predicted service is true?

The highest possible level of customer expectations is _____ expectations.

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

Martine wants to open an after-school tutoring service for students in 6th through 9th grade. How can a thorough knowledge of customers' expectations improve the probability of her success?

Introduction to Services

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

Consumer Behavior in Services

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

Customers 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

As the number of perceived service alternatives increases, the level of adequate service _ and the zone of tolerance _.

Martine wants to open an after-school tutoring service for students in 6^th through 9^th grade. How can a thorough knowledge of customers' expectations improve the probability of her success?