Exam 2: Customer behaviour, culture and service encounters

Apply the three-stage model of consumption to a consumer who is making a decision on whether to go on a cruise liner or fly to a resort they have visited previously for their vacation.

(Essay)

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Question 61

A customer pays extra for the best seats in a theatre.How will that decision affect the customer's expectations for the show?

(Multiple Choice)

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Question 62

Smart firms manage customer's at each step in the encounter so that customers expect what a firm can .

(Multiple Choice)

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Question 63

Discuss, using examples from your own experiences, the concept of 'critical incident technique' (CIT).

(Essay)

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Question 64

A consumer decides she needs a haircut, so she asks a friend to tell her about her experiences at a new hairdresser.This discussion would come under which stage of the three-stage consumption model?

(Multiple Choice)

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Question 65

Customers' needs for security against physical and financial harm are difficult to violate.

(True/False)

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Question 66

Customers often remain with a service provider out of inertia rather than loyalty.

(True/False)

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Question 67

Several factors may enhance risks and uncertainty in the mind of a service purchaser.Which of the following is NOT likely to be one of them?

(Multiple Choice)

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Question 68

Attributes such as style, colour and feel are properties which can be evaluated pre-purchase; properties can only be evaluated during consumption and consumers may not be able to confidently evaluate ____ properties.

(Multiple Choice)

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Question 69

Critical incidences can occur both pre- and post-consumption as well as during the process of delivery.

(True/False)

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Question 70

When a customer contacts their bank, travel agent or telephone company, respect can be demonstrated (or violated) by various things.Which of the following may NOT be one of them?

(Multiple Choice)

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Question 71

The inherent social nature of services means that cultural norms will impact on consumer decision making.This is particularly noticeable in:

(Multiple Choice)

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Question 72

Hofstede identified the following aspects of culture: collectivism/individualism; uncertainty avoidance; power distance; masculinity/femininity.

(True/False)

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Question 73

Satisfaction is an attitude judgement based on the customer's experience of the service encounter.Which of the following is not a satisfaction judgement?

(Multiple Choice)

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Question 74

The awareness of a need will drive an information search on behalf of the consumer before a decision has been made.

(True/False)

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Question 75

Showing 61 - 75 of 75

Apply the three-stage model of consumption to a consumer who is making a decision on whether to go on a cruise liner or fly to a resort they have visited previously for their vacation.

A customer pays extra for the best seats in a theatre.How will that decision affect the customer's expectations for the show?

Smart firms manage customer's at each step in the encounter so that customers expect what a firm can .

Discuss, using examples from your own experiences, the concept of 'critical incident technique' (CIT).

A consumer decides she needs a haircut, so she asks a friend to tell her about her experiences at a new hairdresser.This discussion would come under which stage of the three-stage consumption model?

Customers' needs for security against physical and financial harm are difficult to violate.

Customers often remain with a service provider out of inertia rather than loyalty.

Several factors may enhance risks and uncertainty in the mind of a service purchaser.Which of the following is NOT likely to be one of them?

Attributes such as style, colour and feel are properties which can be evaluated pre-purchase; properties can only be evaluated during consumption and consumers may not be able to confidently evaluate ____ properties.

Critical incidences can occur both pre- and post-consumption as well as during the process of delivery.

When a customer contacts their bank, travel agent or telephone company, respect can be demonstrated (or violated) by various things.Which of the following may NOT be one of them?

The inherent social nature of services means that cultural norms will impact on consumer decision making.This is particularly noticeable in:

Hofstede identified the following aspects of culture: collectivism/individualism; uncertainty avoidance; power distance; masculinity/femininity.

Satisfaction is an attitude judgement based on the customer's experience of the service encounter.Which of the following is not a satisfaction judgement?

The awareness of a need will drive an information search on behalf of the consumer before a decision has been made.

Marketing in the service economy

Positioning services in competitive markets

Developing service products: core and supplementary service elements

Distributing services through physical and electronic channels

Understanding costs and developing pricing strategy

Balancing productive capacity and demand

Integrated services marketing communications

Managing people for service advantage

Crafting the service environment

Managing the customer service function

Customer satisfaction and service quality

Managing relationships and building loyalty

Handling customer complaints and managing service recovery

Filters

Exam 2: Customer behaviour, culture and service encounters

Apply the three-stage model of consumption to a consumer who is making a decision on whether to go on a cruise liner or fly to a resort they have visited previously for their vacation.

A customer pays extra for the best seats in a theatre.How will that decision affect the customer's expectations for the show?

Smart firms manage customer's ________ at each step in the ______ encounter so that customers expect what a firm can ______.

Discuss, using examples from your own experiences, the concept of 'critical incident technique' (CIT).

A consumer decides she needs a haircut, so she asks a friend to tell her about her experiences at a new hairdresser.This discussion would come under which stage of the three-stage consumption model?

Customers' needs for security against physical and financial harm are difficult to violate.

Customers often remain with a service provider out of inertia rather than loyalty.

Several factors may enhance risks and uncertainty in the mind of a service purchaser.Which of the following is NOT likely to be one of them?

Attributes such as style, colour and feel are ________ properties which can be evaluated pre-purchase; __________ properties can only be evaluated during consumption and consumers may not be able to confidently evaluate __________ properties.

Critical incidences can occur both pre- and post-consumption as well as during the process of delivery.

When a customer contacts their bank, travel agent or telephone company, respect can be demonstrated (or violated) by various things.Which of the following may NOT be one of them?

The inherent social nature of services means that cultural norms will impact on consumer decision making.This is particularly noticeable in:

Hofstede identified the following aspects of culture: collectivism/individualism; uncertainty avoidance; power distance; masculinity/femininity.

Satisfaction is an attitude judgement based on the customer's experience of the service encounter.Which of the following is not a satisfaction judgement?

The awareness of a need will drive an information search on behalf of the consumer before a decision has been made.

Marketing in the service economy

Positioning services in competitive markets

Developing service products: core and supplementary service elements

Distributing services through physical and electronic channels

Understanding costs and developing pricing strategy

Balancing productive capacity and demand

Integrated services marketing communications

Managing people for service advantage

Crafting the service environment

Managing the customer service function

Customer satisfaction and service quality

Managing relationships and building loyalty

Handling customer complaints and managing service recovery

Filters

Smart firms manage customer's at each step in the encounter so that customers expect what a firm can .

Attributes such as style, colour and feel are properties which can be evaluated pre-purchase; properties can only be evaluated during consumption and consumers may not be able to confidently evaluate ____ properties.