Question 1

_____ service is the level of service the customer hopes to receive.

Accepted Answer

A)  Desired 
B)  Adequate 
C)  Functional 
D)  Predictable 
E)  Augmented 
A)  Desired 
B)  Adequate 
C)  Functional 
D)  Predictable 
E)  Augmented

Question 2

Customers typically notice service when it falls outside the zone of tolerance.

Accepted Answer

A) True 
 B)False

Question 3

If customers believe they have multiple service providers to choose from for a particular service,or if they can provide the service for themselves,their levels of adequate service are _________ those of customers who believe it is not possible to get better service elsewhere.

Accepted Answer

A)  Lower than 
B)  Higher than 
C)  More volatile than 
D)  More stable than 
E)  The same as 
A)  Lower than 
B)  Higher than 
C)  More volatile than 
D)  More stable than 
E)  The same as

Question 4

Amber wants to get her ears pierced.In the community in which she lives,she can get them pierced at a jewelry store in a strip mall.She can get them pierced at the local tattoo parlor or have them pierced by a friend's mother who happens to be a nurse.Amber's mother has threatened her with dire punishment if she has them pierced and then gets an infection because the person who pierces them was inept or unsanitary.Amber chose the nurse because of a(n)_____,which makes her believe it is the method her mother will most approve of.

Accepted Answer

A)  Explicit service promise 
B)  Perceived service alternative 
C)  Word-of-mouth communication 
D)  Implicit service promise 
E)  Marketing testimonial 
A)  Explicit service promise 
B)  Perceived service alternative 
C)  Word-of-mouth communication 
D)  Implicit service promise 
E)  Marketing testimonial

Question 5

The highest customer expectations are referred to as _____ expectations.

Accepted Answer

A)  Normative 
B)  Acceptable 
C)  Ideal 
D)  Ego-satisfying 
E)  Id-oriented 
A)  Normative 
B)  Acceptable 
C)  Ideal 
D)  Ego-satisfying 
E)  Id-oriented

Question 6

As the number of perceived service alternatives increases,the level of adequate service _____ and the zone of tolerance _____.

Accepted Answer

A)  Decreases; narrows 
B)  Decreases; widens 
C)  Increases,widens 
D)  Increases; narrows 
E)  Stays the same; stays the same 
A)  Decreases; narrows 
B)  Decreases; widens 
C)  Increases,widens 
D)  Increases; narrows 
E)  Stays the same; stays the same

Question 7

Hildy's children are giving her a weekend trip to a Lake Tahoe resort.Their expectations of the amenities and services the resort will provide are much higher because they are planning the trip for their mother's approval rather than for their own use.This is an example of a(n)_____ expectation.

Accepted Answer

A)  Derived service 
B)  Other-self 
C)  Dyadic 
D)  Service-vision 
E)  Shared 
A)  Derived service 
B)  Other-self 
C)  Dyadic 
D)  Service-vision 
E)  Shared

Question 8

Hurricanes and tornadoes that affect a large number of people are examples of personal situational factors.

Accepted Answer

A) True 
 B)False

Question 9

When Joan woke up this morning,she felt terrible.She had a headache,sore throat and upset stomach.She called her doctor's office,explained her condition to the receptionist and asked if she could make an appointment to see the doctor as soon as possible that day since she was going on vacation tomorrow.Joan desired expectation to see her doctor the same day she became sick resulted from a(n):

Accepted Answer

A)  Personal need 
B)  Personal service philosophy 
C)  Derived service expectation 
D)  Perceived service alternative 
E)  Adequate service expectation 
A)  Personal need 
B)  Personal service philosophy 
C)  Derived service expectation 
D)  Perceived service alternative 
E)  Adequate service expectation

Question 10

As a teenager,Louis spent his summers as a lifeguard.When he and his children went to swim at a public swimming pool,he noticed its lifeguards seemed to spend all of their time flirting with each other and not watching for swimmers in distress as Louis had been taught to do.Because of his __________,Louis had his children pack up their belongings and leave the pool.

Accepted Answer

A)  Augmented service expectation 
B)  Personal service philosophy 
C)  Derived service expectation 
D)  Cultural service expectation 
E)  Situational factors 
A)  Augmented service expectation 
B)  Personal service philosophy 
C)  Derived service expectation 
D)  Cultural service expectation 
E)  Situational factors

Question 11

Which of the following statements about predicted service is true?

Accepted Answer

A)  If the consumer predicts good service,the level of adequate service is likely to be higher than if he or she predicted poor service 
B)  Predicted service estimates the level of service for all future transactions 
C)  With no more than three inputs,a consumer can determine the future predicted service of nearly all types of service providers on all occasions 
D)  Predicted service is unaffected by situational factors or personal needs 
E)  Predicted service is calculated by the service provider not the customer 
A)  If the consumer predicts good service,the level of adequate service is likely to be higher than if he or she predicted poor service 
B)  Predicted service estimates the level of service for all future transactions 
C)  With no more than three inputs,a consumer can determine the future predicted service of nearly all types of service providers on all occasions 
D)  Predicted service is unaffected by situational factors or personal needs 
E)  Predicted service is calculated by the service provider not the customer

Question 12

An important influence in desired service expectations is ____________,the customer's underlying generic attitude about the meaning of service and the proper conduct of service providers.

Accepted Answer

A)  Personal need 
B)  Personal service philosophy 
C)  Derived service expectations 
D)  Perceived service alternative 
E)  Situational attitude 
A)  Personal need 
B)  Personal service philosophy 
C)  Derived service expectations 
D)  Perceived service alternative 
E)  Situational attitude

Question 13

Zones of tolerance are a source of desired expectations.

Accepted Answer

A) True 
 B)False

Question 14

A human resources manager who is hiring a sales trainer to improve the company's sales close rate will be concerned whether the trainer will provide the needed tools and motivation to perform his or her job.The human resources manager wants the company's top management and its sales force managers to approve of his selection of trainer.This is an example of a(n)_____ expectation.

Accepted Answer

A)  Derived service 
B)  Other-self 
C)  Procured 
D)  Service-vision 
E)  Shared 
A)  Derived service 
B)  Other-self 
C)  Procured 
D)  Service-vision 
E)  Shared

Question 15

Lillie worked as a caterer when she was in college.She was highly critical of the caterer and its staff that her parents selected for their 50th anniversary party.Lillie's attitude about how a caterer should act reflects her:

Accepted Answer

A)  Augmented service expectation 
B)  Personal service philosophy 
C)  Derived service expectation 
D)  Cultural service expectation 
E)  Situational factors 
A)  Augmented service expectation 
B)  Personal service philosophy 
C)  Derived service expectation 
D)  Cultural service expectation 
E)  Situational factors

Question 16

Explicit service promises are defined as any non-personal,paid-for communication between the customer and the seller.

Accepted Answer

A) True 
 B)False

Question 17

Word-of-mouth communication about a service may be either personal or nonpersonal,but it is always verbal.

Accepted Answer

A) True 
 B)False

Question 18

Customers' adequate service levels are less stable than their desired levels.

Accepted Answer

A) True 
 B)False

Question 19

________ is the level of service that customers believe they are likely to get during an impending transaction or exchange.

Accepted Answer

A)  Adequate service 
B)  Desired service 
C)  Predicted service 
D)  Forecasted intensity 
E)  Personal service 
A)  Adequate service 
B)  Desired service 
C)  Predicted service 
D)  Forecasted intensity 
E)  Personal service

Question 20

A(n)_____ expectation occurs when customer expectations are driven by another person or group of people.

Accepted Answer

A)  Derived service 
B)  Other-self 
C)  Dyadic 
D)  Service-vision 
E)  Shared 
A)  Derived service 
B)  Other-self 
C)  Dyadic 
D)  Service-vision 
E)  Shared

_____ service is the level of service the customer hopes to receive.

Customers typically notice service when it falls outside the zone of tolerance.

If customers believe they have multiple service providers to choose from for a particular service,or if they can provide the service for themselves,their levels of adequate service are _________ those of customers who believe it is not possible to get better service elsewhere.

The highest customer expectations are referred to as _____ expectations.

As the number of perceived service alternatives increases,the level of adequate service _ and the zone of tolerance _.

Hildy's children are giving her a weekend trip to a Lake Tahoe resort.Their expectations of the amenities and services the resort will provide are much higher because they are planning the trip for their mother's approval rather than for their own use.This is an example of a(n)_____ expectation.

Hurricanes and tornadoes that affect a large number of people are examples of personal situational factors.

Which of the following statements about predicted service is true?

An important influence in desired service expectations is ____________,the customer's underlying generic attitude about the meaning of service and the proper conduct of service providers.

Zones of tolerance are a source of desired expectations.

Lillie worked as a caterer when she was in college.She was highly critical of the caterer and its staff that her parents selected for their 50^th anniversary party.Lillie's attitude about how a caterer should act reflects her:

Explicit service promises are defined as any non-personal,paid-for communication between the customer and the seller.

Word-of-mouth communication about a service may be either personal or nonpersonal,but it is always verbal.

Customers' adequate service levels are less stable than their desired levels.

________ is the level of service that customers believe they are likely to get during an impending transaction or exchange.

A(n)_____ expectation occurs when customer expectations are driven by another person or group of people.

Introduction to Services

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

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

Customers Roles in Service

Managing Demand and Capacity

Integrated Service Marketing Communications

Pricing of Services

The Financial and Economic Impact of Service

Filters

Exam 3: Customer Expectations of Service

_____ service is the level of service the customer hopes to receive.

Customers typically notice service when it falls outside the zone of tolerance.

If customers believe they have multiple service providers to choose from for a particular service,or if they can provide the service for themselves,their levels of adequate service are _________ those of customers who believe it is not possible to get better service elsewhere.

The highest customer expectations are referred to as _____ expectations.

As the number of perceived service alternatives increases,the level of adequate service _____ and the zone of tolerance _____.

Hildy's children are giving her a weekend trip to a Lake Tahoe resort.Their expectations of the amenities and services the resort will provide are much higher because they are planning the trip for their mother's approval rather than for their own use.This is an example of a(n)_____ expectation.

Hurricanes and tornadoes that affect a large number of people are examples of personal situational factors.

Which of the following statements about predicted service is true?

An important influence in desired service expectations is ____________,the customer's underlying generic attitude about the meaning of service and the proper conduct of service providers.

Zones of tolerance are a source of desired expectations.

Lillie worked as a caterer when she was in college.She was highly critical of the caterer and its staff that her parents selected for their 50th anniversary party.Lillie's attitude about how a caterer should act reflects her:

Explicit service promises are defined as any non-personal,paid-for communication between the customer and the seller.

Word-of-mouth communication about a service may be either personal or nonpersonal,but it is always verbal.

Customers' adequate service levels are less stable than their desired levels.

________ is the level of service that customers believe they are likely to get during an impending transaction or exchange.

A(n)_____ expectation occurs when customer expectations are driven by another person or group of people.

Introduction to Services

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

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

Customers Roles in Service

Managing Demand and Capacity

Integrated Service Marketing Communications

Pricing of Services

The Financial and Economic Impact of Service

Filters

As the number of perceived service alternatives increases,the level of adequate service _ and the zone of tolerance _.

Lillie worked as a caterer when she was in college.She was highly critical of the caterer and its staff that her parents selected for their 50^th anniversary party.Lillie's attitude about how a caterer should act reflects her: