Question 1

Which of the following is an example of an SST?

Accepted Answer

A)  A haircut 
B)  Mowing your own grass 
C)  An x-ray 
D)  A car repair 
E)  An electronic hotel checkout 
A)  A haircut 
B)  Mowing your own grass 
C)  An x-ray 
D)  A car repair 
E)  An electronic hotel checkout E

Question 2

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.With its automated inquiry system,Discover Card is enhancing customer participation in the service process by:

Accepted Answer

A)  Recruiting customers 
B)  Positioning customers 
C)  Managing the customer mix 
D)  Defining customers' roles 
E)  Educating customers 
A)  Recruiting customers 
B)  Positioning customers 
C)  Managing the customer mix 
D)  Defining customers' roles 
E)  Educating customers D

Question 3

The Detroit Tigers,a professional baseball team,prohibits the sale and consumption of alcohol in the "Family Section" of Tiger Stadium.The Detroit Tigers are:

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 C

Question 4

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

Accepted Answer

A) True 
 B)False

Question 5

_____ are services produced entirely by the customer without any direct involvement or interaction with the firm's employees.

Accepted Answer

A)  Actor-oriented services 
B)  Drama monologues 
C)  Self-service technologies 
D)  Frequency marketing programs 
E)  Competitive differentiators 
A)  Actor-oriented services 
B)  Drama monologues 
C)  Self-service technologies 
D)  Frequency marketing programs 
E)  Competitive differentiators

Question 6

On site,the customer requires functional and chronological orientation.

Accepted Answer

A) True 
 B)False

Question 7

Customers are viewed as _____ when they produce a service for themselves.

Accepted Answer

A)  Customer mix managers 
B)  Competitors 
C)  Productive resources 
D)  Contributors to quality and satisfaction 
E)  Recruiters 
A)  Customer mix managers 
B)  Competitors 
C)  Productive resources 
D)  Contributors to quality and satisfaction 
E)  Recruiters

Question 8

Individual differences exist in customers' desire to participate in the service process.

Accepted Answer

A) True 
 B)False

Question 9

When Brendan changes the oil in his truck,he is acting as a service competitor to the maintenance department at a car dealership.

Accepted Answer

A) True 
 B)False

Question 10

The Chatham Landing apartment complex offers tenants $200 off one month's rent for each new tenant referral.By rewarding tenants for making a tenant referral,Chatham Landing is encouraging tenants to perform which of the following customer jobs?

Accepted Answer

A)  Helping oneself 
B)  Positioning the company 
C)  Promoting the company 
D)  Recruiting customers 
E)  Helping others 
A)  Helping oneself 
B)  Positioning the company 
C)  Promoting the company 
D)  Recruiting customers 
E)  Helping others

Question 11

Each year representatives of college activities boards throughout the United States gather at regional National Association of College Activities (NACA)conventions to listen,talk to and hire acts for the upcoming school year.Auburn Moon,a talent agency from Philadelphia,is one of the vendors at the NACA conventions.The owner of this agency offers attendees at the conventions a free download of two or three songs by each of the acts she represents.Students can listen to the songs at their leisure and share the music with other decision makers on campus.With the free downloads,Auburn Moon is _____ about its entertainers.

Accepted Answer

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

Question 12

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

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

Lois Kay is an experienced baker.She has decided to bake and decorate her daughter's wedding cake instead of ordering one at the bakery.Her decision to bake her daughter's wedding cake herself was based on this knowledge and the joy of seeing her daughter's face as she first looks at the wedding cake made by her mother.Kay's decision to produce the service herself was primarily guided by:

Accepted Answer

A)  Expertise capacity and psychic rewards 
B)  Economic rewards and trust 
C)  Control and empathy 
D)  Resource capacity and economic rewards 
E)  Economic rewards and psychic rewards 
A)  Expertise capacity and psychic rewards 
B)  Economic rewards and trust 
C)  Control and empathy 
D)  Resource capacity and economic rewards 
E)  Economic rewards and psychic rewards

Question 15

When a customer does not understand his or her role in the service delivery process,he or she is contributing to provider:

Accepted Answer

A)  Gap 1 
B)  Gap 2 
C)  Gap 3 
D)  Gap 4 
A)  Gap 1 
B)  Gap 2 
C)  Gap 3 
D)  Gap 4

Question 16

Lois Kay is an experienced baker.She has decided to bake and decorate her daughter's wedding cake instead of ordering one at the bakery.What service delivery role is Kay 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 17

Customers who enjoy participating in the service delivery process are 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 18

An airport with large,easily read signage and well-designed foot traffic patterns that allow travelers to perform their roles with ease is providing travelers with _____ orientation.

Accepted Answer

A)  Place 
B)  Cultural 
C)  Promotable 
D)  Physical evidence 
E)  Function 
A)  Place 
B)  Cultural 
C)  Promotable 
D)  Physical evidence 
E)  Function

Question 19

Defined as a combination of personal motivation,ability and role clarity,________ is a major factor in determining whether customers will try a new self-service option.

Accepted Answer

A)  Customer reliability 
B)  Service competence 
C)  Customer attitude 
D)  Customer readiness 
E)  Service inclination 
A)  Customer reliability 
B)  Service competence 
C)  Customer attitude 
D)  Customer readiness 
E)  Service inclination

Question 20

By participating in the service delivery process,customers cocreate _____ for themselves.

Accepted Answer

A)  Value 
B)  Needs 
C)  Economic order 
D)  Loyalty 
E)  Economies of scale 
A)  Value 
B)  Needs 
C)  Economic order 
D)  Loyalty 
E)  Economies of scale

Which of the following is an example of an SST?

The Detroit Tigers,a professional baseball team,prohibits the sale and consumption of alcohol in the "Family Section" of Tiger Stadium.The Detroit Tigers are:

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

_____ are services produced entirely by the customer without any direct involvement or interaction with the firm's employees.

On site,the customer requires functional and chronological orientation.

Customers are viewed as _____ when they produce a service for themselves.

Individual differences exist in customers' desire to participate in the service process.

When Brendan changes the oil in his truck,he is acting as a service competitor to the maintenance department at a car dealership.

The Chatham Landing apartment complex offers tenants $200 off one month's rent for each new tenant referral.By rewarding tenants for making a tenant referral,Chatham Landing is encouraging tenants to perform which of the following customer jobs?

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

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

When a customer does not understand his or her role in the service delivery process,he or she is contributing to provider:

Lois Kay is an experienced baker.She has decided to bake and decorate her daughter's wedding cake instead of ordering one at the bakery.What service delivery role is Kay performing?

Customers who enjoy participating in the service delivery process are performing which of the following service delivery roles?

An airport with large,easily read signage and well-designed foot traffic patterns that allow travelers to perform their roles with ease is providing travelers with _____ orientation.

Defined as a combination of personal motivation,ability and role clarity,________ is a major factor in determining whether customers will try a new self-service option.

By participating in the service delivery process,customers cocreate _____ for themselves.

Introduction to Services

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

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

Managing Demand and Capacity

Integrated Service Marketing Communications

Pricing of Services

The Financial and Economic Impact of Service

Filters

Exam 12: Customers Roles in Service

Which of the following is an example of an SST?

The Detroit Tigers,a professional baseball team,prohibits the sale and consumption of alcohol in the "Family Section" of Tiger Stadium.The Detroit Tigers are:

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

_____ are services produced entirely by the customer without any direct involvement or interaction with the firm's employees.

On site,the customer requires functional and chronological orientation.

Customers are viewed as _____ when they produce a service for themselves.

Individual differences exist in customers' desire to participate in the service process.

When Brendan changes the oil in his truck,he is acting as a service competitor to the maintenance department at a car dealership.

The Chatham Landing apartment complex offers tenants $200 off one month's rent for each new tenant referral.By rewarding tenants for making a tenant referral,Chatham Landing is encouraging tenants to perform which of the following customer jobs?

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

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

When a customer does not understand his or her role in the service delivery process,he or she is contributing to provider:

Lois Kay is an experienced baker.She has decided to bake and decorate her daughter's wedding cake instead of ordering one at the bakery.What service delivery role is Kay performing?

Customers who enjoy participating in the service delivery process are performing which of the following service delivery roles?

An airport with large,easily read signage and well-designed foot traffic patterns that allow travelers to perform their roles with ease is providing travelers with _____ orientation.

Defined as a combination of personal motivation,ability and role clarity,________ is a major factor in determining whether customers will try a new self-service option.

By participating in the service delivery process,customers cocreate _____ for themselves.

Introduction to Services

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

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

Managing Demand and Capacity

Integrated Service Marketing Communications

Pricing of Services

The Financial and Economic Impact of Service

Filters