Exam 12: Customers Roles in Service

Whether a household or a firm chooses to produce a particular service for itself or contract externally for the service depends upon a non-economic factor that is referred to as:

When Alicia went to talk to a cleaning service about having the carpets in her apartment shampooed,she was told that if she would rent the service's equipment and do it herself,it would cost her 50 percent less and be done much sooner because the service's personnel were booked solid for the next two weeks.The cleaning service is:

An airline that offers price discounts and "Internet Specials" for passengers who order tickets online is:

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

Whether a customer assumes the role of competitor is unaffected by trust,control or time.

The process of managing multiple and sometimes conflicting customer segments is known as _____ management.

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

The first step in enhancing customer participation in service delivery is to manage the customer mix,beginning with an assessment of the compatibility of segments.

A plastic surgeon who wants his patients to watch a video on rhinoplasty before they have a "nose job" is trying to educate his patients so they can have a higher level of participation in the process.

Compatibility management:

Which of the following is a strategy for enhancing customer participation in the service process?

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.

Rhonda does not want to use the self-checkout lane at the supermarket because it "just seems too complicated." What factor primarily has determined her reluctance to try the new self-service technology?

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

Bob and Tiffany have been busy this week seeing all kinds of service providers.In which of the following service situations would Bob and Tiffany have had the lowest level of participation?

For which of the following services does successful service delivery depend on consumers having a moderate level of participation by providing information,effort or physical possessions?

Landis was pleasantly surprised to find a "No Smoking" sign at his favorite pub.He had to limit his visits because he is allergic to cigarette smoke.Now he can visit as often and for as long as he likes.Landis was afraid the sign might hurt the pub's business,but he was pleased to discover how many of the pub's regulars felt the same way he did.The "No Smoking" sign served to:

Roger Simpson is an event planner who specializes in planning family reunions.He typically works with one or two members of the family who provide him with all the family-related information.If a family reunion planner refuses to provide Simpson information about Uncle George and his descendants because he did not like Uncle George,that family member will have contributed to the widening of provider _____ by preventing Simpson from doing his job to the best of his ability.

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

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