Question 1

Attributes such as price,fit,and feel are called:

Accepted Answer

A) experience. 
B) credence. 
C) clearwater. 
D) revival. 
E) search. 
A) experience. 
B) credence. 
C) clearwater. 
D) revival. 
E) search.

Question 2

The postpurchase model that is based on the idea that in a service encounter,customers and employees perform roles,and that satisfaction is a function of role congruence is called:

Accepted Answer

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

Question 3

Pressure to perform as others wait behind them leads consumers to opt out of using a self-checkout.This is an example of which kind of perceived risk?

Accepted Answer

A) financial risk 
B) performance risk 
C) social risk 
D) psychological risk 
E) physical risk 
A) financial risk 
B) performance risk 
C) social risk 
D) psychological risk 
E) physical risk

Question 4

Which of the following is NOT an example of an external search for college selection?

Accepted Answer

A) campus visit 
B) consumer's own memories 
C) talking to friends 
D) reading college magazines 
E) asking professor questions 
A) campus visit 
B) consumer's own memories 
C) talking to friends 
D) reading college magazines 
E) asking professor questions

Question 5

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 lexicographic 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.

Question 6

Which of the following statements is NOT correct?

Accepted Answer

A) Service consumers are more brand loyal. 
B) Personal sources of information are more important to service consumers versus nonpersonal sources. 
C) Service consumers have fewer alternatives to consider. 
D) Self-service is a viable alternative for many services. 
E) Customers always prefer customized services to standardized services. 
A) Service consumers are more brand loyal. 
B) Personal sources of information are more important to service consumers versus nonpersonal sources. 
C) Service consumers have fewer alternatives to consider. 
D) Self-service is a viable alternative for many services. 
E) Customers always prefer customized services to standardized services.

Question 7

Consumers determine a shortage or an unfulfilled desire exists during which step of the consumer decision process?

Accepted Answer

A) problem awareness 
B) stimulus 
C) evaluation of alternatives 
D) postpurchase evaluation 
E) the choice stage 
A) problem awareness 
B) stimulus 
C) evaluation of alternatives 
D) postpurchase evaluation 
E) the choice stage

Question 8

The ____ is the fifth step in the consumer decision process.

Accepted Answer

A) postpurchase evaluation 
B) evaluation of alternatives 
C) problem awareness 
D) stimulus 
E) choice 
A) postpurchase evaluation 
B) evaluation of alternatives 
C) problem awareness 
D) stimulus 
E) choice

Question 9

During which stage of the consumer decision process do acquisition,production,and consumption become an entangled process?

Accepted Answer

A) the prepurchase stage 
B) the consumption stage 
C) the postpurchase stage 
D) the information search stage 
E) the problem awareness stage 
A) the prepurchase stage 
B) the consumption stage 
C) the postpurchase stage 
D) the information search stage 
E) the problem awareness stage

Question 10

The postpurchase model in which consumers evaluate services by the amount of influence they have over the service encounter is the:

Accepted Answer

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

Question 11

Explain why consumers of services tend to be more brand loyal.

Accepted Answer

Consumers are more brand loyal of servic

Question 12

According to the perceived-control perspective,which of the following statements is true?

Accepted Answer

A) If a firm is due to make changes in its operation that will have an impact on consumers,it is importantto not tip off consumers that the changes are coming. 
B) The more service providers concede control to customers,the higher their job satisfaction. 
C) When considering strategies to increase consumer and employee control,it is equally important for theservice firm itself to maintain control of the service experience. 
D) When consumers experience cognitive control,the effect is not the same as that achieved by behavioralcontrol. 
E) Predictability provides behavioral control. 
A) If a firm is due to make changes in its operation that will have an impact on consumers,it is importantto not tip off consumers that the changes are coming. 
B) The more service providers concede control to customers,the higher their job satisfaction. 
C) When considering strategies to increase consumer and employee control,it is equally important for theservice firm itself to maintain control of the service experience. 
D) When consumers experience cognitive control,the effect is not the same as that achieved by behavioralcontrol. 
E) Predictability provides behavioral control.

Question 13

What type of control has the ability to control what is actually going on?

Accepted Answer

A) behavioral control 
B) cognitive control 
C) service control 
D) perception of control 
E) none of these 
A) behavioral control 
B) cognitive control 
C) service control 
D) perception of control 
E) none of these

Question 14

During the evaluation of alternatives stage,consumers sometimes rely on their "gut-level feelings." This type of decision making is called:

Accepted Answer

A) ​the lexicographic approach. 
B) ​a systematic evaluation. 
C) ​a nonsystematic evaluation. 
D) ​the linear compensatory evaluation. 
E) ​the evoked set approach. 
A) ​the lexicographic approach. 
B) ​a systematic evaluation. 
C) ​a nonsystematic evaluation. 
D) ​the linear compensatory evaluation. 
E) ​the evoked set approach.

Question 15

​Which of the following statements about the consumption stage of the consumer decision process for services is NOT true?

Accepted Answer

A) ​The activities of production,acquisition,and use of services occur in a definite order and have clear boundaries between them. 
B) ​The concept of disposal is irrelevant with regards to services. 
C) ​The consumption stage is more complex for services than goods. 
D) ​Consumer evaluation of the service occurs during and after consumption. 
E) ​Service marketers are able to change consumer evaluations during the service encounter. 
A) ​The activities of production,acquisition,and use of services occur in a definite order and have clear boundaries between them. 
B) ​The concept of disposal is irrelevant with regards to services. 
C) ​The consumption stage is more complex for services than goods. 
D) ​Consumer evaluation of the service occurs during and after consumption. 
E) ​Service marketers are able to change consumer evaluations during the service encounter.

Question 16

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 linear compensatory 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.

Question 17

Describe models that attempt to explain the consumer's postpurchase evaluation.

Accepted Answer

.Models that assist in our understanding

Question 18

Multi-attribute models are used most during which step of the consumer decision process?

Accepted Answer

A) stimulus 
B) problem awareness 
C) information search 
D) consumption 
E) evaluation of alternatives 
A) stimulus 
B) problem awareness 
C) information search 
D) consumption 
E) evaluation of alternatives

Question 19

Service consumers tend to be more brand loyal than goods consumers because:

Accepted Answer

A) more choices are available. 
B) brand loyalty lowers the amount of perceived risk. 
C) each service provider provides many brands. 
D) the prices of their main provider are usually less expensive. 
E) location of the provider is the major driver in the consumer selection process. 
A) more choices are available. 
B) brand loyalty lowers the amount of perceived risk. 
C) each service provider provides many brands. 
D) the prices of their main provider are usually less expensive. 
E) location of the provider is the major driver in the consumer selection process.

Question 20

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

Accepted Answer

.The postpurchase evaluation of services

Attributes such as price,fit,and feel are called:

The postpurchase model that is based on the idea that in a service encounter,customers and employees perform roles,and that satisfaction is a function of role congruence is called:

Pressure to perform as others wait behind them leads consumers to opt out of using a self-checkout.This is an example of which kind of perceived risk?

Which of the following is NOT an example of an external search for college selection?

Which of the following statements is NOT correct?

Consumers determine a shortage or an unfulfilled desire exists during which step of the consumer decision process?

The ____ is the fifth step in the consumer decision process.

During which stage of the consumer decision process do acquisition,production,and consumption become an entangled process?

The postpurchase model in which consumers evaluate services by the amount of influence they have over the service encounter is the:

Explain why consumers of services tend to be more brand loyal.

According to the perceived-control perspective,which of the following statements is true?

What type of control has the ability to control what is actually going on?

During the evaluation of alternatives stage,consumers sometimes rely on their "gut-level feelings." This type of decision making is called:

Which of the following statements about the consumption stage of the consumer decision process for services is NOT true?

Describe models that attempt to explain the consumer's postpurchase evaluation.

Multi-attribute models are used most during which step of the consumer decision process?

Service consumers tend to be more brand loyal than goods consumers because:

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

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

Attributes such as price,fit,and feel are called:

The postpurchase model that is based on the idea that in a service encounter,customers and employees perform roles,and that satisfaction is a function of role congruence is called:

Pressure to perform as others wait behind them leads consumers to opt out of using a self-checkout.This is an example of which kind of perceived risk?

Which of the following is NOT an example of an external search for college selection?

Which of the following statements is NOT correct?

Consumers determine a shortage or an unfulfilled desire exists during which step of the consumer decision process?

The ____ is the fifth step in the consumer decision process.

During which stage of the consumer decision process do acquisition,production,and consumption become an entangled process?

The postpurchase model in which consumers evaluate services by the amount of influence they have over the service encounter is the:

Explain why consumers of services tend to be more brand loyal.

According to the perceived-control perspective,which of the following statements is true?

What type of control has the ability to control what is actually going on?

During the evaluation of alternatives stage,consumers sometimes rely on their "gut-level feelings." This type of decision making is called:

​Which of the following statements about the consumption stage of the consumer decision process for services is NOT true?

Describe models that attempt to explain the consumer's postpurchase evaluation.

Multi-attribute models are used most during which step of the consumer decision process?

Service consumers tend to be more brand loyal than goods consumers because:

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

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

Which of the following statements about the consumption stage of the consumer decision process for services is NOT true?