Exam 4: Customer Perceptions of Service

Service researchers have suggested that consumers judge the quality of services based on their perceptions of the technical outcome provided,the process by which that outcome was delivered,and the quality of the physical surroundings in which the service was delivered.

The last time Lia went shopping at Nordstrom's department store she had a very pleasant experience.When she entered Nordstrom's,she asked a sales associate named Sarah for assistance finding a pair of jeans,a pair of shorts,a skirt,and matching tops.Sarah enthusiastically agreed to help and treated Lia like royalty throughout her two-hour shopping trip.Sarah stayed with Lia the entire time she was in Nordstrom's and showed her a number of different styles of jeans,shorts,skirts,and tops.Sarah brought Lia additional items while she was in the fitting room and offered her advice on accessorizing her outfits.After the sale,Sarah thanked Lia for her purchases.Lia's experience at Nordstrom's is an example of which type of service encounter incident?

The _____ dimension of service quality is the caring,individualized attention given to customers.

A company that wants to excel at responsiveness should view service delivery and the handling of requests from the company's point of view.

Which of the following can influence how satisfied a customer is with a service?

To determine the source of customers' favorable and unfavorable perceptions in service encounters,researchers use which of the following research methods?

Although consumer satisfaction tends to be measured at a particular point in time as if it were static,satisfaction is a dynamic,moving target.

Which of the following statements about customer satisfaction is true?

Which of the following incidents is likely to influence a customer's perception of service quality of an appliance store?

Which of the following service encounter themes reflects employees' responding to problem customers,i.e.,customers who are unwilling to cooperate with the service provider,other customers,industry regulations,and/or laws?

The greatest potential variability in the interaction between a customer and a service firm occurs in a(n)_____ service encounter.

Because Virginia's brother died while he was cashing a check at the local bank,Virginia has always hated any type of banking.When it became necessary for her to go to the bank to empty her brother's safe deposit box,she complained the whole time about the inept service,the too-cold air conditioning and the poor parking.Virginia's customer satisfaction was adversely influenced by:

On a recent trip to Disneyland,Rose had her picture taken with Minnie Mouse.After the picture was taken,Minnie Mouse signed Rose's autograph book.Rose's interaction with Minnie Mouse was actually a(n)_______ with Disneyland.

For technology-based service encounters,which of the following is NOT a form of failure to deliver on the core promise?

Service marketing researchers all agree that the terms satisfaction and quality are interchangeable.

Which of the following statements about the American Customer Satisfaction Index (ACSI)is true?

Perceptions of equitable treatment by the service provider will affect customers' perceptions of service.

When Marcus Ross arrived at the airport Enterprise Rent-A-Car to pick up a reserved SUV,he was told the agency had no such car on the lot and that it had no record of him making a reservation.The rental agency's customer service representative Gene Lowery apologized profusely and called other agencies until he located an SUV at an agency several miles away.Lowery personally drove him to the other agency,knocked 20 percent off the rental fee,handed Ross $2 to pay a toll that he would now have to pay to get to his destination and gave him a free tank of gas.Ross's experience at Enterprise is an example of which type of service encounter incident?

Southwest Airlines has consistently had one of the best on-time performance records in the airline industry.A critical factor in Southwest's success has been its use of second tier airports such as Midway in Chicago,Hobby in Houston,City in Detroit,and Ontario in Los Angeles.These lower traffic airports allow Southwest to have a faster turnaround for its airplanes so they spend a greater percentage of their time in the air.Seventy percent of Southwest's flights have a turnaround time of 15 minutes.Southwest Airline's on-time performance reflects the _____ dimension of service quality.

Anika belongs to an Internet library,which lets her trade books she no longer wants for like-valued items she does want.Most members follow the rules of the Web site,but a few unscrupulous members do not mail requested books because they are more interested in acquiring books than sharing them with others.Anika has the potential to experience problems with which e-service quality dimension as she trades books?