Exam 2: Consumer Behavior in a Services Context

Evidence management is a somewhat disorganized approach to presenting customers with coherent evidence of a firm's abilities, like employee dress and furnishings.

Free

(True/False)

4.9/5

(36)

Question 1

Correct Answer:

Verified

False

Describe what is meant by adequate service, predicted service, and zone of tolerance.

Free

(Essay)

4.8/5

(29)

Question 2

Correct Answer:

Verified

Adequate service is the minimum level of service a customer will accept without dissatisfaction. Predicted service is the level of service that the customer actually anticipates the firm will provide. The zone of tolerance is the extent of variation of service customers are willing to accept. Adequate service falls at the bottom of the zone of tolerance, whereas predicted service is likely in the middle of the zone of tolerance.

What is the service delivery system?

Free

(Essay)

4.7/5

(30)

Question 3

Correct Answer:

Verified

It is the visible part of service operations system (buildings, equipment, personnel) and may also include other customers.

The prepurchase stage begins with ____________.

(Multiple Choice)

4.9/5

(34)

Question 4

Many service dramas are loosely scripted, which reduces variability and ensures uniform quality.

(True/False)

4.8/5

(28)

Question 5

Developed nations are seeing increased spending on which of the following services at the expense of physical goods?

(Multiple Choice)

4.8/5

(37)

Question 6

High-contact services differ greatly from low-contact services. Give two examples of each.

(Essay)

4.9/5

(40)

Question 7

The term ___________ describes that part of the service organization's physical environment that is visible to and experienced by the customers.

(Multiple Choice)

4.7/5

(43)

Question 8

Airlines are considered a low-contact service when compared to auto repair.

(True/False)

4.7/5

(35)

Question 9

Give an example of a social risk involved in using a service.

(Essay)

4.7/5

(31)

Question 10

_______________ confirmation is when the service provided was better than expected.

(Multiple Choice)

4.9/5

(34)

Question 11

The zone of tolerance is the extent to which customers are willing to accept variation in service delivery.

(True/False)

4.8/5

(31)

Question 12

Describe how the three-stage model of service consumption could explain consumer behavior in a low-contact service like investing.

(Essay)

4.9/5

(33)

Question 13

Tangible characteristics that customers can evaluate prior to purchase are termed ____________.

(Multiple Choice)

4.9/5

(37)

Question 14

What types of risks might be inherent in making an online textbook purchase?

(Essay)

4.8/5

(35)

Question 15

The technical core typically is in the back-stage and is visible to the customer.

(True/False)

4.9/5

(37)

Question 16

The goal of relationship marketing is to gain additional customers.

(True/False)

4.9/5

(47)

Question 17

Which of the following is NOT a model for evaluating consumers' behavior during the service encounter experience?

(Multiple Choice)

4.8/5

(33)

Question 18

Describe how a firm like AOL can reduce customer perceptions of risk?

(Essay)

4.8/5

(39)

Question 19

Despite the ease of information accessibility via the Internet, patients and parents of patients tend not to seek additional information prior to consulting with doctors. They simply trust that the doctor is always right.

(True/False)

4.8/5

(45)

Question 20

Showing 1 - 20 of 45

Evidence management is a somewhat disorganized approach to presenting customers with coherent evidence of a firm's abilities, like employee dress and furnishings.

Describe what is meant by adequate service, predicted service, and zone of tolerance.

What is the service delivery system?

The prepurchase stage begins with ____________.

Many service dramas are loosely scripted, which reduces variability and ensures uniform quality.

Developed nations are seeing increased spending on which of the following services at the expense of physical goods?

High-contact services differ greatly from low-contact services. Give two examples of each.

The term ___________ describes that part of the service organization's physical environment that is visible to and experienced by the customers.

Airlines are considered a low-contact service when compared to auto repair.

Give an example of a social risk involved in using a service.

_______________ confirmation is when the service provided was better than expected.

The zone of tolerance is the extent to which customers are willing to accept variation in service delivery.

Describe how the three-stage model of service consumption could explain consumer behavior in a low-contact service like investing.

Tangible characteristics that customers can evaluate prior to purchase are termed ____________.

What types of risks might be inherent in making an online textbook purchase?

The technical core typically is in the back-stage and is visible to the customer.

The goal of relationship marketing is to gain additional customers.

Which of the following is NOT a model for evaluating consumers' behavior during the service encounter experience?

Describe how a firm like AOL can reduce customer perceptions of risk?

Despite the ease of information accessibility via the Internet, patients and parents of patients tend not to seek additional information prior to consulting with doctors. They simply trust that the doctor is always right.

New Perspectives on Marketing in the Service Economy

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Distributing Services Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Striving for Service Leadership

Filters