Exam 12: Deliver the Customer Experience: Goods and Services Via Bricks and Clicks

Which of the following is used to measure the difference between a customer's expectations of service quality and what actually occurred?

________ is the basis of most discount operations. Retailers offering this level of service require customers to perform their own product selection and may require customers to handle their own checkout process.

Explain why it is difficult to standardize services and why many consumers may not necessarily want service standardization.

Interactive videos, games, and contests are all ways that marketers provide ________ for online shoppers.

An agent for an actor presents a client's qualifications to potential movie production companies until one company responds positively to the actor. This is an example of the ________ approach.

Service ________ means that a firm cannot store its services.

Karen likes using the SERVQUAL scale to measure her clients' perception of the quality of her hair styling salon because it includes assessing ________, which involves the physical facilities and equipment and professional appearance of the stylists. These aspects are very important for the comfort of her clients.

Wholesaling includes all the activities involved in selling goods or services directly to final consumers for their personal use.

In 2003, Home Depot's 40 Arizona stores participated with the Arizona Department of Water Resources and the cities of Phoenix, Mesa, and Scottsdale in a $1.8 million "Water, Use It Wisely" campaign. This is an example of ________.

Pier 1 Imports started as a single store in San Mateo, California, offering low-priced beanbags, love beads, and incense to baby boomers. Today it sells quality home furnishings and decorative accessories. Why is Pier 1 Imports a perfect case study of the wheel-of-retailing hypothesis?

Service ________ refers to the inevitable differences in a service provider's performance from one service encounter to the next.

In limited-service retail operations, such as specialty stores and first-class department stores, salespeople assist customers in every phase of the shopping process.

Explain the concept of bifurcated retailing and how this trend has affected department stores.

Which of the following is true about convenience stores?

Capacity management is one of the ways to meet potential problems related to the ________ characteristic of services.

Which of the following is a discount retailer owned by a manufacturer that provides the manufacturer a store to sell off defective merchandise?

A customer got a great haircut at a salon and went back six weeks later to the same person to get a second haircut. This time, the customer received one of the worst haircuts of his life. The difference between the two haircuts is due to the ________ characteristic of services.

Costco's surprise offerings of seconds, overstocks, and closeouts-occasionally including diamonds-is an example of how a retailer can differentiate itself through its ________.

Which type of self-service store offers a limited line of inexpensive items, often at a single price point?

Modifications to certain characteristics of what is being marketed are integral to the ________ approach.