Question 1

Perishability of a service means that ________.

Accepted Answer

A)  a service's quality can only be as good as that of the provider himself or herself 
B)  a service cannot be stored or saved up for future use 
C)  a service is produced and consumed at the same time 
D)  a service must be handled and stored with care 
E)  a service cannot be separated from its provider 
A)  a service's quality can only be as good as that of the provider himself or herself 
B)  a service cannot be stored or saved up for future use 
C)  a service is produced and consumed at the same time 
D)  a service must be handled and stored with care 
E)  a service cannot be separated from its provider

Question 2

Exceeding customer expectations is often referred to as customer delight.

Accepted Answer

A) True 
 B)False

Question 3

The enhanced role of human service providers in a customer service experience enables service providers to ________.

Accepted Answer

A)  allow for new products to be promoted 
B)  stimulate the formation of the same experience for all people 
C)  offer considerable customization in delivering a service 
D)  create profit pockets by encouraging the ordering of more expensive options 
E)  help customers experience a service before utilization 
A)  allow for new products to be promoted 
B)  stimulate the formation of the same experience for all people 
C)  offer considerable customization in delivering a service 
D)  create profit pockets by encouraging the ordering of more expensive options 
E)  help customers experience a service before utilization

Question 4

In the Gap Model of Service Quality, which gap asks whether a service is provided in the manner intended?

Accepted Answer

A)  Gap 1: management's perceptions of customer service expectations versus actual customer expectations of service 
B)  Gap 2: management's perceptions of customer service expectations versus the actual service quality specifications developed 
C)  Gap 3: actual service quality specifications versus actual service delivery 
D)  Gap 4: actual service delivery versus what the firm communicates it delivers 
E)  Gap 5: perceived service by customers versus actual customer expectations of service 
A)  Gap 1: management's perceptions of customer service expectations versus actual customer expectations of service 
B)  Gap 2: management's perceptions of customer service expectations versus the actual service quality specifications developed 
C)  Gap 3: actual service quality specifications versus actual service delivery 
D)  Gap 4: actual service delivery versus what the firm communicates it delivers 
E)  Gap 5: perceived service by customers versus actual customer expectations of service

Question 5

Services are produced and consumed at the same time and cannot be detached from their provider. This characteristic of service is called ________.

Accepted Answer

A)  intangibility 
B)  perishability 
C)  variability 
D)  inseparability 
E)  reliability 
A)  intangibility 
B)  perishability 
C)  variability 
D)  inseparability 
E)  reliability

Question 6

Once a customer begins to have a positive experience with a service provider and builds a relationship with the firm, customer loyalty ________.

Accepted Answer

A)  tends to be lesser for services than for goods 
B)  tends to be greater for services than for goods 
C)  is the same for services and goods 
D)  develops, but only for a temporary period in all cases 
E)  develops and increases regardless of future service experiences 
A)  tends to be lesser for services than for goods 
B)  tends to be greater for services than for goods 
C)  is the same for services and goods 
D)  develops, but only for a temporary period in all cases 
E)  develops and increases regardless of future service experiences

Question 7

Compared to products, services are ________.

Accepted Answer

A)  low in credence qualities 
B)  separable in nature 
C)  easy to evaluate 
D)  low in search qualities 
E)  tangible in nature 
A)  low in credence qualities 
B)  separable in nature 
C)  easy to evaluate 
D)  low in search qualities 
E)  tangible in nature

Question 8

To enable customers to draw conclusions about a brand's service, service companies face the challenge of making their intangible services seem ________.

Accepted Answer

A)  more tangible 
B)  more imperceptible 
C)  less inseparable 
D)  less reliable 
E)  less perishable 
A)  more tangible 
B)  more imperceptible 
C)  less inseparable 
D)  less reliable 
E)  less perishable

Question 9

Which of the following is TRUE of the service sector?

Accepted Answer

A)  Jobs represented in the service sector of the economy exclude categories such as intellectual property and consulting. 
B)  In terms of U.S. gross domestic product, services account for less than 60 percent and that number is declining. 
C)  Changing U.S. demographics represent a major driver for why the service sector is thriving. 
D)  The long-term shift from service-producing to goods-producing employment is expected to continue. 
E)  Today, we operate in an economy that seldom focuses on intangible offerings. 
A)  Jobs represented in the service sector of the economy exclude categories such as intellectual property and consulting. 
B)  In terms of U.S. gross domestic product, services account for less than 60 percent and that number is declining. 
C)  Changing U.S. demographics represent a major driver for why the service sector is thriving. 
D)  The long-term shift from service-producing to goods-producing employment is expected to continue. 
E)  Today, we operate in an economy that seldom focuses on intangible offerings.

Question 10

There is a debate about whether students in business education are "customers" or products that need to be branded.

Accepted Answer

A) True 
 B)False

Question 11

Providers of professional services such as doctors, lawyers, and accountants use their degrees and designations to convey a level of trust to a purchaser.

Accepted Answer

A) True 
 B)False

Question 12

In the service-profit chain, customer satisfaction leads to customer loyalty, and results in ________.

Accepted Answer

A)  revenue growth and profitability 
B)  changes in the organizational structure 
C)  competitive intelligence for future growth 
D)  competitive retaliation based on service strategy 
E)  external service value 
A)  revenue growth and profitability 
B)  changes in the organizational structure 
C)  competitive intelligence for future growth 
D)  competitive retaliation based on service strategy 
E)  external service value

Question 13

________ of a service means that because it can't be separated from the provider, a service's quality can only be as good as that of the provider.

Accepted Answer

A)  Separability 
B)  Intangibility 
C)  Variability 
D)  Perishability 
E)  Tangibility 
A)  Separability 
B)  Intangibility 
C)  Variability 
D)  Perishability 
E)  Tangibility

Question 14

Exceeding customer expectations is often referred to as customer ________.

Accepted Answer

A)  excellence 
B)  loyalty 
C)  essence 
D)  delight 
E)  satisfaction 
A)  excellence 
B)  loyalty 
C)  essence 
D)  delight 
E)  satisfaction

Question 15

Mariette was highly regarded by her customers in the bakery because she was knowledgeable about the product and was always courteous to customers. Her customers' faith in her demonstrated ________.

Accepted Answer

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

Question 16

The zone of defection describes the area of ________.

Accepted Answer

A)  slightly satisfied customers 
B)  extremely dissatisfied customers 
C)  loyal customers 
D)  apostles 
E)  very satisfied customers 
A)  slightly satisfied customers 
B)  extremely dissatisfied customers 
C)  loyal customers 
D)  apostles 
E)  very satisfied customers

Question 17

One of the difficulties associated with search qualities for consumers when evaluating different service offerings is ________.

Accepted Answer

A)  services are not offered in a store 
B)  customers do not truly know how a service performs until after the sale 
C)  it is difficult to compare services online 
D)  a service may be inseparable from its price 
E)  customers find it difficult to analyze services since they have too many search attributes 
A)  services are not offered in a store 
B)  customers do not truly know how a service performs until after the sale 
C)  it is difficult to compare services online 
D)  a service may be inseparable from its price 
E)  customers find it difficult to analyze services since they have too many search attributes

Question 18

Which axiom of service-dominant logic applies to this statement? Customers don't buy a car (product)-they buy the company's ability to add value through a defined set of benefits.

Accepted Answer

A)  Service is the fundamental basis of exchange. 
B)  Value is co-created by multiple parties, including the company and the customer. 
C)  A unique experience is created when the customer interacts with the company's marketing efforts and product. 
D)  Value is defined by the customer. 
E)  A customer-centric approach has been supplanted by a newer service-dominant approach. 
A)  Service is the fundamental basis of exchange. 
B)  Value is co-created by multiple parties, including the company and the customer. 
C)  A unique experience is created when the customer interacts with the company's marketing efforts and product. 
D)  Value is defined by the customer. 
E)  A customer-centric approach has been supplanted by a newer service-dominant approach.

Question 19

What is a service-profit chain? Explain how external service quality affects the chain.

Accepted Answer

In a Harvard Business Review article and

Question 20

In the service-profit chain, external service value leads to all of the following EXCEPT ________.

Accepted Answer

A)  customer satisfaction 
B)  employee turnover 
C)  customer loyalty 
D)  revenue growth 
E)  profitability 
A)  customer satisfaction 
B)  employee turnover 
C)  customer loyalty 
D)  revenue growth 
E)  profitability

Perishability of a service means that ________.

Exceeding customer expectations is often referred to as customer delight.

The enhanced role of human service providers in a customer service experience enables service providers to ________.

In the Gap Model of Service Quality, which gap asks whether a service is provided in the manner intended?

Services are produced and consumed at the same time and cannot be detached from their provider. This characteristic of service is called ________.

Once a customer begins to have a positive experience with a service provider and builds a relationship with the firm, customer loyalty ________.

Compared to products, services are ________.

To enable customers to draw conclusions about a brand's service, service companies face the challenge of making their intangible services seem ________.

Which of the following is TRUE of the service sector?

There is a debate about whether students in business education are "customers" or products that need to be branded.

Providers of professional services such as doctors, lawyers, and accountants use their degrees and designations to convey a level of trust to a purchaser.

In the service-profit chain, customer satisfaction leads to customer loyalty, and results in ________.

________ of a service means that because it can't be separated from the provider, a service's quality can only be as good as that of the provider.

Exceeding customer expectations is often referred to as customer ________.

Mariette was highly regarded by her customers in the bakery because she was knowledgeable about the product and was always courteous to customers. Her customers' faith in her demonstrated ________.

The zone of defection describes the area of ________.

One of the difficulties associated with search qualities for consumers when evaluating different service offerings is ________.

Which axiom of service-dominant logic applies to this statement? Customers don't buy a car (product)-they buy the company's ability to add value through a defined set of benefits.

What is a service-profit chain? Explain how external service quality affects the chain.

In the service-profit chain, external service value leads to all of the following EXCEPT ________.

Marketing in Today's Business Milieu

Marketing Foundations: Global, Ethical, Sustainable

Elements of Marketing Strategy, Planning, and Competition

Market Research Essentials

CRM, Big Data, and Marketing Analytics

Understand Consumer and Business Markets

Segmentation, Target Marketing, and Positioning

Product Strategy and New Product Development

Build the Brand

Manage Pricing Decisions

Manage Marketing Channels, Logistics, and Supply Chain

Promotion Essentials: Digital and Social Media Marketing

Promotion Essentials: Legacy Approaches

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Exam 10: Service as the Core Offering

Perishability of a service means that ________.

Exceeding customer expectations is often referred to as customer delight.

The enhanced role of human service providers in a customer service experience enables service providers to ________.

In the Gap Model of Service Quality, which gap asks whether a service is provided in the manner intended?

Services are produced and consumed at the same time and cannot be detached from their provider. This characteristic of service is called ________.

Once a customer begins to have a positive experience with a service provider and builds a relationship with the firm, customer loyalty ________.

Compared to products, services are ________.

To enable customers to draw conclusions about a brand's service, service companies face the challenge of making their intangible services seem ________.

Which of the following is TRUE of the service sector?

There is a debate about whether students in business education are "customers" or products that need to be branded.

Providers of professional services such as doctors, lawyers, and accountants use their degrees and designations to convey a level of trust to a purchaser.

In the service-profit chain, customer satisfaction leads to customer loyalty, and results in ________.

________ of a service means that because it can't be separated from the provider, a service's quality can only be as good as that of the provider.

Exceeding customer expectations is often referred to as customer ________.

Mariette was highly regarded by her customers in the bakery because she was knowledgeable about the product and was always courteous to customers. Her customers' faith in her demonstrated ________.

The zone of defection describes the area of ________.

One of the difficulties associated with search qualities for consumers when evaluating different service offerings is ________.

Which axiom of service-dominant logic applies to this statement? Customers don't buy a car (product)-they buy the company's ability to add value through a defined set of benefits.

What is a service-profit chain? Explain how external service quality affects the chain.

In the service-profit chain, external service value leads to all of the following EXCEPT ________.

Marketing in Today's Business Milieu

Marketing Foundations: Global, Ethical, Sustainable

Elements of Marketing Strategy, Planning, and Competition

Market Research Essentials

CRM, Big Data, and Marketing Analytics

Understand Consumer and Business Markets

Segmentation, Target Marketing, and Positioning

Product Strategy and New Product Development

Build the Brand

Manage Pricing Decisions

Manage Marketing Channels, Logistics, and Supply Chain

Promotion Essentials: Digital and Social Media Marketing

Promotion Essentials: Legacy Approaches

Filters