Question 1

With regards to the number of service alternatives available,which of the following statements is true?

Accepted Answer

A) Consumers are aware of fewer alternatives because less prepurchase information is available. 
B) Self-service,in some instances,is a viable alternative. 
C) In general,individual service providers tend to offer only one brand of service 
D) In comparison with goods,the evoked set for services is smaller. 
E) Services tend to have a larger number of outlets providing the same service. 
A) Consumers are aware of fewer alternatives because less prepurchase information is available. 
B) Self-service,in some instances,is a viable alternative. 
C) In general,individual service providers tend to offer only one brand of service 
D) In comparison with goods,the evoked set for services is smaller. 
E) Services tend to have a larger number of outlets providing the same service. E

Question 2

Exhibit 4-1
 $\begin{array}{l}
\text { Exhibit 4-1 }\
\begin{array} { l c c c c } 
\begin{array} { l } 
\text { Attributes } \
\text { (in order of } \
\text { importance) }
\end{array} & \text { Avis } & \text { Hertz } & \begin{array} { c } 
\text { Providers } \
\text { Budget }
\end{array} & \text { Alamo } \
\text { Price } & 9 & 9 & 10 & 8 \
\text { Courtesy } & 7 & 6 & 9 & 9 \
\text { Selection } & 10 & 10 & 7 & 8 \
\text { Location } & 10 & 10 & 8 & 8 \

\end{array}
\end{array}$
$(10=\text { best } / \text { most } ; 1=\text { worst } / \text { least })$
-Refer to Exhibit 4-1.Using a nonsystematic approach,which car rental firm should be selected?

Accepted Answer

A) Avis 
B) Hertz 
C) Budget 
D) Alamo 
E) Each customer's choice will differ based on his/her gut-level feelings. 
A) Avis 
B) Hertz 
C) Budget 
D) Alamo 
E) Each customer's choice will differ based on his/her gut-level feelings. E

Question 3

The consumer decision process consists of:

Accepted Answer

A) stimulus,problem awareness,and purchase stages. 
B) prepurchase,consumption,and postpurchase stages. 
C) problem awareness,evaluation of alternatives,and postpurchase behavior. 
D) stimulus,information search,and postpurchase behavior. 
E) information search,purchase,and postpurchase behavior. 
A) stimulus,problem awareness,and purchase stages. 
B) prepurchase,consumption,and postpurchase stages. 
C) problem awareness,evaluation of alternatives,and postpurchase behavior. 
D) stimulus,information search,and postpurchase behavior. 
E) information search,purchase,and postpurchase behavior. B

Question 4

Which of the following statements is NOT true?

Accepted Answer

A) Many service firms continue to be operations dominated rather than customer oriented. 
B) Consumer orientation lies at the heart of the marketing concept. 
C) Researchers clearly understand how consumers make decisions. 
D) Differences exist between the ways consumers make decisions regarding services versus goods. 
E) A variety of models have been developed to explain how consumers make decisions. 
A) Many service firms continue to be operations dominated rather than customer oriented. 
B) Consumer orientation lies at the heart of the marketing concept. 
C) Researchers clearly understand how consumers make decisions. 
D) Differences exist between the ways consumers make decisions regarding services versus goods. 
E) A variety of models have been developed to explain how consumers make decisions.

Question 5

In which of the following postpurchase models do consumers evaluate services by comparing expectations with perceptions?

Accepted Answer

A) the role congruence model 
B) the perceived-control model 
C) the expectancy disconfirmation model 
D) the script perspective 
E) the servuction model 
A) the role congruence model 
B) the perceived-control model 
C) the expectancy disconfirmation model 
D) the script perspective 
E) the servuction model

Question 6

Diagram the stages and steps of the consumer decision process model.

Accepted Answer

The answer of Diagram the stages and steps of the...

Question 7

​Bill's parents finally convinced him to get a haircut.Bill's decision process was prompted by a:

Accepted Answer

A) ​physical cue. 
B) ​psychological cue. 
C) ​pressure cue. 
D) ​social cue. 
E) ​commercial cue. 
A) ​physical cue. 
B) ​psychological cue. 
C) ​pressure cue. 
D) ​social cue. 
E) ​commercial cue.

Question 8

The prepurchase stage consists of all of the following activities except:

Accepted Answer

A) the approach. 
B) problem awareness. 
C) information search. 
D) stimulus. 
E) evaluation of alternatives. 
A) the approach. 
B) problem awareness. 
C) information search. 
D) stimulus. 
E) evaluation of alternatives.

Question 9

Explain the relevance of search,experience,and credence attributes as they apply to services.

Accepted Answer

.Search attributes − attributes that can

Question 10

When changing dentists,the patient was required to pay for a new set of X-rays.This type of switching cost is referred to as:

Accepted Answer

A) performance costs. 
B) loyal customer discounts. 
C) emotional costs. 
D) cognitive costs. 
E) transaction costs. 
A) performance costs. 
B) loyal customer discounts. 
C) emotional costs. 
D) cognitive costs. 
E) transaction costs.

Question 11

Consumers of services tend to rely on personal sources of information more than nonpersonal sources for all of the following reasons except:

Accepted Answer

A) many service providers are small and lack the resources or expertise to use nonpersonal sources. 
B) opinion leaders play an important role in the purchase of services. 
C) due to intangibility,mass media are more effective in communicating the qualities of a service than personal sources. 
D) the use of personal sources reduces the risk associated with the purchase. 
E) professional restrictions may limit the use of nonpersonal sources of information in some service sectors. 
A) many service providers are small and lack the resources or expertise to use nonpersonal sources. 
B) opinion leaders play an important role in the purchase of services. 
C) due to intangibility,mass media are more effective in communicating the qualities of a service than personal sources. 
D) the use of personal sources reduces the risk associated with the purchase. 
E) professional restrictions may limit the use of nonpersonal sources of information in some service sectors.

Question 12

Which of the following formulas correctly illustrates the expectancy confirmation theory?

Accepted Answer

A) Confirmation = Customer satisfaction − Perceptions −Expectations 
B) Customer satisfaction = Perceptions≤Expectations 
C) Customer satisfaction = Perceptions ≥Expectations 
D) Customer satisfaction = Perceptions + Expectations 
E) Confirmation = Customer satisfaction≥Expectations 
A) Confirmation = Customer satisfaction − Perceptions −Expectations 
B) Customer satisfaction = Perceptions≤Expectations 
C) Customer satisfaction = Perceptions ≥Expectations 
D) Customer satisfaction = Perceptions + Expectations 
E) Confirmation = Customer satisfaction≥Expectations

Question 13

Co-producer risk is directly related to the concept of:

Accepted Answer

A) intangibility. 
B) heterogeneity. 
C) inseparability. 
D) perishability. 
E) nonstandardization. 
A) intangibility. 
B) heterogeneity. 
C) inseparability. 
D) perishability. 
E) nonstandardization.

Question 14

Which of the following best describes the perceived control perspective?

Accepted Answer

A) The more confident and in control the service provider,the more relaxed and satisfied the consumer will be with the service. 
B) Customer satisfaction is achieved through the effective control of customer perceptions and expectations. 
C) Customers are controlled through the use of scripts,and their satisfaction is a function of script congruence. 
D) The higher the level of control over the situation perceived by consumers,the higher their satisfaction with the service will be. 
E) Rules must be acknowledged and obeyed by all participants if satisfactory outcomes are to be generated. 
A) The more confident and in control the service provider,the more relaxed and satisfied the consumer will be with the service. 
B) Customer satisfaction is achieved through the effective control of customer perceptions and expectations. 
C) Customers are controlled through the use of scripts,and their satisfaction is a function of script congruence. 
D) The higher the level of control over the situation perceived by consumers,the higher their satisfaction with the service will be. 
E) Rules must be acknowledged and obeyed by all participants if satisfactory outcomes are to be generated.

Question 15

Discuss the special considerations about services during the consumption stage of the consumer decision process.

Accepted Answer

.No service can be produced or used with

Question 16

Which of the following statements is NOT true?

Accepted Answer

A) Service purchases are perceived as riskier than goods purchases. 
B) The participation of the consumer in the service process increases the amount of perceived risk. 
C) The variability in services increases the perceived risk associated with the purchase. 
D) Consumers of services have less prepurchase information versus goods. 
E) Services are primarily characterized by search attributes. 
A) Service purchases are perceived as riskier than goods purchases. 
B) The participation of the consumer in the service process increases the amount of perceived risk. 
C) The variability in services increases the perceived risk associated with the purchase. 
D) Consumers of services have less prepurchase information versus goods. 
E) Services are primarily characterized by search attributes.

Question 17

The costs associated with changing from one provider to another are referred to as _____ costs.

Accepted Answer

A) performance 
B) economic 
C) selection 
D) switching 
E) financial 
A) performance 
B) economic 
C) selection 
D) switching 
E) financial

Question 18

The switching costs associated with the time it takes simply thinking about making a change in service providers are called _____ costs.

Accepted Answer

A) emotional 
B) cognitive 
C) learning 
D) performance 
E) customer habit 
A) emotional 
B) cognitive 
C) learning 
D) performance 
E) customer habit

Question 19

Discuss the special considerations about services during the prepurchase stage of the consumer decision process.

Accepted Answer

As compared to goods,consumers of servic

Question 20

Switching costs generally associated with changing from one service provider to another include all of the following except:

Accepted Answer

A) performance costs. 
B) loyal customer discounts. 
C) emotional costs. 
D) cognitive costs. 
E) search costs. 
A) performance costs. 
B) loyal customer discounts. 
C) emotional costs. 
D) cognitive costs. 
E) search costs.

With regards to the number of service alternatives available,which of the following statements is true?

The consumer decision process consists of:

Which of the following statements is NOT true?

In which of the following postpurchase models do consumers evaluate services by comparing expectations with perceptions?

Diagram the stages and steps of the consumer decision process model.

Bill's parents finally convinced him to get a haircut.Bill's decision process was prompted by a:

The prepurchase stage consists of all of the following activities except:

Explain the relevance of search,experience,and credence attributes as they apply to services.

When changing dentists,the patient was required to pay for a new set of X-rays.This type of switching cost is referred to as:

Consumers of services tend to rely on personal sources of information more than nonpersonal sources for all of the following reasons except:

Which of the following formulas correctly illustrates the expectancy confirmation theory?

Co-producer risk is directly related to the concept of:

Which of the following best describes the perceived control perspective?

Discuss the special considerations about services during the consumption stage of the consumer decision process.

Which of the following statements is NOT true?

The costs associated with changing from one provider to another are referred to as _____ costs.

The switching costs associated with the time it takes simply thinking about making a change in service providers are called _____ costs.

Discuss the special considerations about services during the prepurchase stage of the consumer decision process.

Switching costs generally associated with changing from one service provider to another include all of the following except:

An Introduction to Services

The Services Sector: Supersectors and Ethical Considerations

Fundamental Differences Between Goods and Services

The Service Delivery Process

The Pricing of Services

Developing the Service Communication Strategy

Managing the Firms Physical Evidence

People As Strategy: Managing Service Employees

People As Strategy: Managing Service Customers

Defining and Measuring Customer Satisfaction

Defining and Measuring Service Quality

Complaint and Service Recovery Management

Customer Loyalty and Retention

Pulling the Pieces Together: Creating a World Class Service Culture

Filters

Exam 4: Serviced Consumer Behavior

With regards to the number of service alternatives available,which of the following statements is true?

The consumer decision process consists of:

Which of the following statements is NOT true?

In which of the following postpurchase models do consumers evaluate services by comparing expectations with perceptions?

Diagram the stages and steps of the consumer decision process model.

​Bill's parents finally convinced him to get a haircut.Bill's decision process was prompted by a:

The prepurchase stage consists of all of the following activities except:

Explain the relevance of search,experience,and credence attributes as they apply to services.

When changing dentists,the patient was required to pay for a new set of X-rays.This type of switching cost is referred to as:

Consumers of services tend to rely on personal sources of information more than nonpersonal sources for all of the following reasons except:

Which of the following formulas correctly illustrates the expectancy confirmation theory?

Co-producer risk is directly related to the concept of:

Which of the following best describes the perceived control perspective?

Discuss the special considerations about services during the consumption stage of the consumer decision process.

Which of the following statements is NOT true?

The costs associated with changing from one provider to another are referred to as _____ costs.

The switching costs associated with the time it takes simply thinking about making a change in service providers are called _____ costs.

Discuss the special considerations about services during the prepurchase stage of the consumer decision process.

Switching costs generally associated with changing from one service provider to another include all of the following except:

An Introduction to Services

The Services Sector: Supersectors and Ethical Considerations

Fundamental Differences Between Goods and Services

The Service Delivery Process

The Pricing of Services

Developing the Service Communication Strategy

Managing the Firms Physical Evidence

People As Strategy: Managing Service Employees

People As Strategy: Managing Service Customers

Defining and Measuring Customer Satisfaction

Defining and Measuring Service Quality

Complaint and Service Recovery Management

Customer Loyalty and Retention

Pulling the Pieces Together: Creating a World Class Service Culture

Filters

Bill's parents finally convinced him to get a haircut.Bill's decision process was prompted by a: