Question 1

How do firms define customers' zone of tolerance?

Accepted Answer

To define the zone of tolerance, firms a

Question 2

Valuemart, a supermarket chain, trains its employees to perform their tasks according to the guidelines set by the firm.This method employed by them will help the firm in reducing the
Gap)

Accepted Answer

A) communion 
B) knowledge 
C) standards 
D) delivery 
E) communication 
A) communion 
B) knowledge 
C) standards 
D) delivery 
E) communication

Question 3

An excellent and straightforward method for assessing customers' service expectations is making effective use of:

Accepted Answer

A) customer complaint behaviour. 
B) syndicated data services. 
C) employee empowerment programs. 
D) summer internships. 
E) procedural fairness forums. 
A) customer complaint behaviour. 
B) syndicated data services. 
C) employee empowerment programs. 
D) summer internships. 
E) procedural fairness forums.

Question 4

The hotel scored high on the responsiveness dimension, indicating that the customers are happy with the:

Accepted Answer

A) compliance and prompt service of the employees. 
B) individual attention provided to them by the employees. 
C) way the restaurant looks. 
D) knowledge of employees regarding services. 
E) accuracy of the service provided by the employees. 
A) compliance and prompt service of the employees. 
B) individual attention provided to them by the employees. 
C) way the restaurant looks. 
D) knowledge of employees regarding services. 
E) accuracy of the service provided by the employees.

Question 5

A well-known airline company trains its employees to efficiently handle customer queries and provide service according to the guidelines set by the firm.The training strategy employed by the firm will help it reduce the gap.

Accepted Answer

A) knowledge 
B) communion 
C) communication 
D) delivery 
E) standards 
A) knowledge 
B) communion 
C) communication 
D) delivery 
E) standards

Question 6

Any intangible offering that involves a deed, performance, or effort that cannot be physically possessed is called:

Accepted Answer

A) merchandise. 
B) a commodity. 
C) a service. 
D) a pure good. 
E) a product. 
A) merchandise. 
B) a commodity. 
C) a service. 
D) a pure good. 
E) a product.

Question 7

Which of the following is true regarding services?

Accepted Answer

A) The tangibility of services can be reduced through training and standardization. 
B) Marketing of services is less challenging compared to marketing of products. 
C) The inconsistent nature of services does not provide an opportunity for marketers to use it to their advantage. 
D) The perishability of services is a challenge for marketers as they have to match the demand and supply. 
E) Services cannot be produced and consumed at the same time. 
A) The tangibility of services can be reduced through training and standardization. 
B) Marketing of services is less challenging compared to marketing of products. 
C) The inconsistent nature of services does not provide an opportunity for marketers to use it to their advantage. 
D) The perishability of services is a challenge for marketers as they have to match the demand and supply. 
E) Services cannot be produced and consumed at the same time.

Question 8

Kathy plans a weekend getaway to a natural lake resort known for its migratory birds.On arrival, she learns that the hotel is overbooked.Reception places Kathy in lower-priced shared accommodation instead of the studio room which she had booked.Kathy decides not to book with the resort again.The service provider was unable to recover the service failure because:

Accepted Answer

A) it did not listen to her complaints. 
B) it was not permitted to compensate her. 
C) it did not provide adequate compensation to Kathy. 
D) Kathy was not convinced even after she received fair compensation. 
E) it did not respond immediately to her complaints. 
A) it did not listen to her complaints. 
B) it was not permitted to compensate her. 
C) it did not provide adequate compensation to Kathy. 
D) Kathy was not convinced even after she received fair compensation. 
E) it did not respond immediately to her complaints.

Question 9

The service dimension that refers to the willingness of service providers to help customers and provide prompt service is:

Accepted Answer

A) assurance. 
B) empathy. 
C) tangibility. 
D) responsiveness. 
E) reliability. 
A) assurance. 
B) empathy. 
C) tangibility. 
D) responsiveness. 
E) reliability.

Question 10

Distributive fairness refers to the customer's perception of the fairness of the process used to resolve complaints about service.

Accepted Answer

A) True 
 B)False

Question 11

A new hotel in the city styles its rooms in a contemporary manner and provides modern amenities such as wireless Internet and a 3-D gaming arena that caters to the younger population.These facilities represent which of the following service dimensions?

Accepted Answer

A) empathy 
B) responsiveness 
C) reliability 
D) assurance 
E) tangibles 
A) empathy 
B) responsiveness 
C) reliability 
D) assurance 
E) tangibles

Question 12

Firms engaged primarily in selling products view service as a method to maintain a sustainable competitive advantage.

Accepted Answer

A) True 
 B)False

Question 13

Tom works as flight attendant and puts in long hours serving unhappy customers.The management, noticing his efforts, recommends him for the Star of the Year Award.This reward strategy will help in reducing the gap.

Accepted Answer

A) communication 
B) standards 
C) knowledge 
D) communion 
E) delivery 
A) communication 
B) standards 
C) knowledge 
D) communion 
E) delivery

How do firms define customers' zone of tolerance?

Valuemart, a supermarket chain, trains its employees to perform their tasks according to the guidelines set by the firm.This method employed by them will help the firm in reducing the Gap)

An excellent and straightforward method for assessing customers' service expectations is making effective use of:

The hotel scored high on the responsiveness dimension, indicating that the customers are happy with the:

A well-known airline company trains its employees to efficiently handle customer queries and provide service according to the guidelines set by the firm.The training strategy employed by the firm will help it reduce the gap.

Any intangible offering that involves a deed, performance, or effort that cannot be physically possessed is called:

Which of the following is true regarding services?

The service dimension that refers to the willingness of service providers to help customers and provide prompt service is:

Distributive fairness refers to the customer's perception of the fairness of the process used to resolve complaints about service.

A new hotel in the city styles its rooms in a contemporary manner and provides modern amenities such as wireless Internet and a 3-D gaming arena that caters to the younger population.These facilities represent which of the following service dimensions?

Firms engaged primarily in selling products view service as a method to maintain a sustainable competitive advantage.

Tom works as flight attendant and puts in long hours serving unhappy customers.The management, noticing his efforts, recommends him for the Star of the Year Award.This reward strategy will help in reducing the gap.

Developing a Marketing Strategies and a Marketing Plan

Analyzing the Marketing Environment

Understanding the Marketplace Consumer Behaviour

Business-To-Business Marketing

Targeting the Marketplace Segmentation, Targeting, and Positioning

Marketing Research

Value Creation Developing New Products

Product, Branding, and Packaging Decisions

Services the Intangible Product

Value Delivery : Designing the Distribution Channel and Supply Chain Marketing Channels

Retailing and Multichanneled Marketing

Value Communication Integrated Marketing Communications

Advertising, Sales Promotions, and Personal Selling

Social and Mobile Marketing

Marketing in the Global Environment Global Marketing

Ethics and Socially Responsible Marketing

Filters

Exam 10: Transacting Value Pricing Concepts and Strategies : Establishing Value

How do firms define customers' zone of tolerance?

Valuemart, a supermarket chain, trains its employees to perform their tasks according to the guidelines set by the firm.This method employed by them will help the firm in reducing the Gap)

An excellent and straightforward method for assessing customers' service expectations is making effective use of:

The hotel scored high on the responsiveness dimension, indicating that the customers are happy with the:

A well-known airline company trains its employees to efficiently handle customer queries and provide service according to the guidelines set by the firm.The training strategy employed by the firm will help it reduce the gap.

Any intangible offering that involves a deed, performance, or effort that cannot be physically possessed is called:

Which of the following is true regarding services?

The service dimension that refers to the willingness of service providers to help customers and provide prompt service is:

Distributive fairness refers to the customer's perception of the fairness of the process used to resolve complaints about service.

A new hotel in the city styles its rooms in a contemporary manner and provides modern amenities such as wireless Internet and a 3-D gaming arena that caters to the younger population.These facilities represent which of the following service dimensions?

Firms engaged primarily in selling products view service as a method to maintain a sustainable competitive advantage.

Tom works as flight attendant and puts in long hours serving unhappy customers.The management, noticing his efforts, recommends him for the Star of the Year Award.This reward strategy will help in reducing the gap.

Developing a Marketing Strategies and a Marketing Plan

Analyzing the Marketing Environment

Understanding the Marketplace Consumer Behaviour

Business-To-Business Marketing

Targeting the Marketplace Segmentation, Targeting, and Positioning

Marketing Research

Value Creation Developing New Products

Product, Branding, and Packaging Decisions

Services the Intangible Product

Value Delivery : Designing the Distribution Channel and Supply Chain Marketing Channels

Retailing and Multichanneled Marketing

Value Communication Integrated Marketing Communications

Advertising, Sales Promotions, and Personal Selling

Social and Mobile Marketing

Marketing in the Global Environment Global Marketing

Ethics and Socially Responsible Marketing

Filters