Question 1

Private schools that have mentoring programs for new students are encouraging experienced students to perform which of the following customer roles?

Accepted Answer

A)  Helping himself or herself 
B)  Positioning the company 
C)  Promoting the company 
D)  Recruiting customers 
E)  Helping others 
A)  Helping himself or herself 
B)  Positioning the company 
C)  Promoting the company 
D)  Recruiting customers 
E)  Helping others

Question 2

On site,customers require two kinds of orientation.They are place orientation and:

Accepted Answer

A)  Time orientation 
B)  Function orientation 
C)  Social orientation 
D)  Cultural orientation 
E)  Promotable orientation 
A)  Time orientation 
B)  Function orientation 
C)  Social orientation 
D)  Cultural orientation 
E)  Promotable orientation

Question 3

The process of managing multiple and sometimes conflicting market segments is known as yield management.

Accepted Answer

A) True 
 B)False

Question 4

A sign at the entrance to the children's hospital contained the hospital's mission statement and explained its vision.This sign provided patients and their families 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 5

Restaurants with salad bars view customers as productive resources.

Accepted Answer

A) True 
 B)False

Private schools that have mentoring programs for new students are encouraging experienced students to perform which of the following customer roles?

On site,customers require two kinds of orientation.They are place orientation and:

The process of managing multiple and sometimes conflicting market segments is known as yield management.

A sign at the entrance to the children's hospital contained the hospital's mission statement and explained its vision.This sign provided patients and their families with _____ orientation.

Restaurants with salad bars view customers as productive resources.

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

Private schools that have mentoring programs for new students are encouraging experienced students to perform which of the following customer roles?

On site,customers require two kinds of orientation.They are place orientation and:

The process of managing multiple and sometimes conflicting market segments is known as yield management.

A sign at the entrance to the children's hospital contained the hospital's mission statement and explained its vision.This sign provided patients and their families with _____ orientation.

Restaurants with salad bars view customers as productive resources.

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