Exam 12: Managing Services

All of the following are examples of technological convergence, except

Load factor is often used in marketing dashboards for airlines as a measure of:

Using a__________ is often a great way to further develop a__________ Between Consumer service expectations and actual experience.

Arnett is looking for a new web portal to use to access information that interests him on the Internet. The one he currently uses is too cluttered with ads and has several links that do not work. While the site itself works fine, he is unhappy with its appearance and the fact that the company managing the site has done nothing to upgrade it. In terms of the service quality dimensions, Arnett is most unhappy with which dimension of this service?

Each of the following can influence customers' perceptions of the authenticity of their service experiences, EXCEPT:

The Director of ticketing for LA Galaxy offers discounted tickets for students and children. This is an example of:

Air Canada operates five flights daily between Toronto and Phoenix during the winter. One flight leaves Phoenix at 12:10 AM. The plane, a Boeing 737, has a capacity of 120 passengers. During the past month, the flight has averaged only 24 passengers, a Load factor of 20 percent. A load factor of 50 percent (60 passengers)is needed for the flight to break-even. What unique aspect of services does this situation describe?

The elements that make services unique are the four Is. The four Is are:

Which component of the promotional mix is particularly important for professional service firms?

After receiving your air ticket, you realize it is an aisle seat; you dislike aisle seats because the drink cart always hits your elbow! You head to the check-in counter where two flight attendants are conversing among themselves, seemingly ignoring you. You wait for one minute before clearing your throat, and asking if there are any window Seats available. The flight attendants were not very__________ to you standing there.

When selecting a place to eat, Andy always looks at the rating the restaurant received in the local restaurant guide. Since the guide is able to evaluate the parts of the restaurant Andy cannot see, he believes this is a good way to predict the quality of the service he will receive. Andy bases his opinion of restaurants on the basis of which service quality dimension?

What are the four unique elements of services? How would they apply to a dental office (think of a recent visit to the dentist)