Exam 3: Consumer Behavior in Services

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.

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:

Which of the following products is NOT high in search qualities?

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

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

Services provided by x-ray technicians, surgeons, dentists and land surveyors are high in _____ qualities.

Why are services less communicable than goods?

Consumers are most likely to seek and rely on information from _____ when purchasing a landscaping service for their yard.

The group of service providers a consumer considers to be acceptable options in a given service category is called the _____ set.

Club Med has vacation villages that are designed specifically for singles, couples or families. Huatulco village in Mexico is a Family Village that offers sports and activities for 12-14- and l5-17-year-olds in its Teen Club. Columbus Isle Village in the Bahamas is designed for couples seeking greater luxury in accommodations and dining than is available at a Singles Village. It has spacious rooms that are artfully decorated and come with a color TV, telephone and private balcony. In addition, guests can enjoy a candlelight dinner in the village's romantic seaside restaurant. By designing its villages for specific market segments, Club Med is:

In which of the following situations will customer compatibility NOT influence customer satisfaction with a service?

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.

Which of the following products is LEAST high in experience qualities?

Which of the following statements regarding the influence of emotions and moods on the consumer evaluation of services is true?

Helen has just received her grandmother's wedding dress, which she plans to wear at her own upcoming wedding. When she examines the dress, she discovers a rip in the lace bodice that needs to be repaired. She also has a pair of slacks that need to be hemmed. What source of information would she use to find a seamstress to hem her slacks and what source of information will she use to locate someone to repair the lace on the wedding dress? Why?

Which of the following products is the easiest to evaluate?

Consumers are more brand loyal to services than to goods because services have:

If you are planning on building a house, you can buy predrawn, ready-to-use architectural plans or you can hire your own architect to design a one-of-a-kind house that is an expression of your success. The need to design your own structure as opposed to using generic designs would more than likely be an example of a(n) _____ need.

Contestants in the Survivor Palau reality television show were sent to their campsite with nothing but the clothes on their back, two machetes and a map to fresh water. According to Maslow's hierarchy, the participants' _____ need would be strongest during their first days on the island.

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