Exam 3: Consumer Behavior in Services

When purchasing services consumers are more likely to rely on personal sources when they search for information rather than nonpersonal sources.

Among the characteristics that distinguish organizations from individual decision making are social forces such as current business climate and technological trends.

Using the drama metaphor, service actors need three characteristics to create the impression on customers. These three characteristics are:

Using the drama metaphor, which of the following is considered an actor in the provision of service at a four-star restaurant?

Lower search costs are typically involved when changing brands of services than in changing brands of goods.

Which of the following is NOT an example of an experience quality?

Which of the following is NOT a reason why consumers perceive greater risks when buying services than when buying goods?

For the consumer, moods and emotions have consistent states of intensity and stability.

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

Using the drama metaphor, which of the following is considered an element of the physical setting at a hair salon?

For many people today, stress is a way of life. One way some are dealing with the stress is by going to mediation centers such as the Itawamba Mediation Center. These centers offer a place for silent prayer and meditation with a focus on spirituality. The Itawamba Mediation Center promises in its ads that you will feel stress-free when you leave its facility after a week's stay or else it will refund its $200 a day room fee. The mediation center's guarantee:

A U.S. advertising agency wants to open an agency in Eastern Europe, but it learns that East Europeans are suspicious of advertising. East Europeans want to know why a firm should advertise if nothing is wrong with its product. This negative opinion of advertising reflects which of the cultural universals?

Services such as tax preparation, car repair and landscaping are high in experience qualities.

Raul lives in London, England. To plan for his upcoming vacation to Greece, he will either use Mainstream travel agency, First Choice travel operations or plan it by himself. These three make up Raul's _____ set.

Before going on vacation to Universal Studios with her son and daughter, Daphne called American Airlines, Continental Airlines, Delta Air Lines and USAir to compare flight schedules and round-trip airfares from Newark, New Jersey to Orlando, Florida. American Airlines, Continental Airlines, Delta Air Lines and USAir comprise Daphne's _____ set.

Groups purchasing service encounters encounter significantly less perceived risk than individuals.

Kelly went to the dentist to get her teeth cleaned. He told her that she had a cavity that needed filling. Since Kelly felt no pain, she decided to postpone the filling. Robin went to another dentist to get her teeth cleaned. That dentist used an oral camera to take a picture of the tooth that needed to be filled. Once Robin saw the hole in her teeth, she was eager to have the tooth filled. How did the oral camera affect the credence qualities of the service?

USAir's Frequent Traveler Program provides financial incentives and rewards for members who fly on USAir. USAir's Frequent Traveler Program increases:

According to the text, what are the transmission agents of culture?

Most U.S. businesses consider punctuality at meetings to be a sign of respect and are often frustrated by Latin Americans who consider time relatively less important. This example illustrates how the cultural universal of ____ differs in the U.S. and Latin America.