Question 1

Progressive Auto reduces its costs primarily through a shortened response time, which decreases the likelihood of legal involvement.

Accepted Answer

A) True 
 B)False

Question 2

What is the service delivery system?

Accepted Answer

It is the visible part of serv

Question 3

The service delivery system is composed of

Accepted Answer

A)  Inanimate environment 
B)  Contact personnel 
C)  Other customers 
D)  Front stage 
E)  All of the above 
A)  Inanimate environment 
B)  Contact personnel 
C)  Other customers 
D)  Front stage 
E)  All of the above

Question 4

AOL uses free trials to create more search attributes to assist prospective customers.

Accepted Answer

A) True 
 B)False

Question 5

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

Accepted Answer

A)  Moments of Truth 
B)  High/Low contact service 
C)  Servuction System 
D)  Theater Metaphor 
E)  Zone of Tolerance 
A)  Moments of Truth 
B)  High/Low contact service 
C)  Servuction System 
D)  Theater Metaphor 
E)  Zone of Tolerance

Question 6

A service encounter is a period of time during which you, as a customer, interact with a service provider.

Accepted Answer

A) True 
 B)False

Question 7

Give an example of how consumers may reduce perceived risk.

Accepted Answer

Seeking information from respected perso

Question 8

Characteristics that customers find hard to evaluate even after consumption are termed ____________.

Accepted Answer

A)  search attributes 
B)  experience attributes 
C)  credence attributes 
D)  satisfaction attributes 
E)  capital attributes 
A)  search attributes 
B)  experience attributes 
C)  credence attributes 
D)  satisfaction attributes 
E)  capital attributes

Question 9

Service consumption can be divided into what three principal stages?

Accepted Answer

Prepurchase, service

Question 10

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.

Accepted Answer

A) True 
 B)False

Question 11

Desired service is the minimum level of service customers will accept without being dissatisfied.

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

A) True 
 B)False

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

Many high-contact and medium-contact services are transforming into low-contact services as customers undertake more self-service.

Accepted Answer

A) True 
 B)False

Question 15

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

Accepted Answer

High-contact service

Question 16

Professionals such as doctors and lawyers display their degrees and certifications because ____________.

Accepted Answer

A)  they want to build personal relationships with their clientele and generate a moment of truth. 
B)  they want customers to "see" their credentials that qualify them to provide the service. 
C)  they want to provide detailed information about their core values. 
D)  they want to provide a visual example of their prowess and enhance experiential attributes. 
E)  These items act as an advertisement that highlights important aspects of their company. 
A)  they want to build personal relationships with their clientele and generate a moment of truth. 
B)  they want customers to "see" their credentials that qualify them to provide the service. 
C)  they want to provide detailed information about their core values. 
D)  they want to provide a visual example of their prowess and enhance experiential attributes. 
E)  These items act as an advertisement that highlights important aspects of their company.

Question 17

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

Accepted Answer

A) True 
 B)False

Question 18

The goal of relationship marketing is to gain additional customers.

Accepted Answer

A) True 
 B)False

Question 19

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

Accepted Answer

Financial-extra fees or failur

Question 20

Customer delight is a function of three components: ______________, ______________, and _______________.

Accepted Answer

A)  Low levels of arousal, personality, high levels of reactance 
B)  High levels of performance, arousal, positive affect. 
C)  Low levels of determination, conspicuous consumption, high levels of arousal 
D)  High levels of conspicuous consumption, reactance, satisfaction 
E)  High levels of reactance, central processing, low levels of arousal 
A)  Low levels of arousal, personality, high levels of reactance 
B)  High levels of performance, arousal, positive affect. 
C)  Low levels of determination, conspicuous consumption, high levels of arousal 
D)  High levels of conspicuous consumption, reactance, satisfaction 
E)  High levels of reactance, central processing, low levels of arousal

Progressive Auto reduces its costs primarily through a shortened response time, which decreases the likelihood of legal involvement.

What is the service delivery system?

The service delivery system is composed of

AOL uses free trials to create more search attributes to assist prospective customers.

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

A service encounter is a period of time during which you, as a customer, interact with a service provider.

Give an example of how consumers may reduce perceived risk.

Characteristics that customers find hard to evaluate even after consumption are termed ____________.

Service consumption can be divided into what three principal stages?

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.

Desired service is the minimum level of service customers will accept without being dissatisfied.

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

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

Many high-contact and medium-contact services are transforming into low-contact services as customers undertake more self-service.

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

Professionals such as doctors and lawyers display their degrees and certifications because ____________.

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

The goal of relationship marketing is to gain additional customers.

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

Customer delight is a function of three components: , , and ___.

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

Exam 2: Consumer Behavior in a Services Context

Progressive Auto reduces its costs primarily through a shortened response time, which decreases the likelihood of legal involvement.

What is the service delivery system?

The service delivery system is composed of

AOL uses free trials to create more search attributes to assist prospective customers.

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

A service encounter is a period of time during which you, as a customer, interact with a service provider.

Give an example of how consumers may reduce perceived risk.

Characteristics that customers find hard to evaluate even after consumption are termed ____________.

Service consumption can be divided into what three principal stages?

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.

Desired service is the minimum level of service customers will accept without being dissatisfied.

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

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

Many high-contact and medium-contact services are transforming into low-contact services as customers undertake more self-service.

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

Professionals such as doctors and lawyers display their degrees and certifications because ____________.

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

The goal of relationship marketing is to gain additional customers.

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

Customer delight is a function of three components: ______________, ______________, and _______________.

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

Customer delight is a function of three components: , , and ___.