Question 1

Patients sitting in dental chairs are part of the _____ element of the services marketing mix.

Accepted Answer

A)  People 
B)  Product 
C)  Place 
D)  Promotion 
E)  Physical evidence 
A)  People 
B)  Product 
C)  Place 
D)  Promotion 
E)  Physical evidence

Question 2

What are the overall goals of a customer participation strategy?

Accepted Answer

To increase productivity and c

Question 3

Whether a household or a firm chooses to produce a particular service for itself or contract externally for the service depends upon a non-economic factor that is referred to as:

Accepted Answer

A)  Intuitive bonuses 
B)  Extraordinary incentives 
C)  Incentives for amelioration 
D)  Psychic rewards 
E)  Altruism 
A)  Intuitive bonuses 
B)  Extraordinary incentives 
C)  Incentives for amelioration 
D)  Psychic rewards 
E)  Altruism

Question 4

Defined as a combination of personal motivation,ability,and role clarity,________ is a major factor in determining whether customers will try a new self-service option.

Accepted Answer

A)  Customer reliability 
B)  Service competence 
C)  Customer attitude 
D)  Customer readiness 
E)  Service inclination 
A)  Customer reliability 
B)  Service competence 
C)  Customer attitude 
D)  Customer readiness 
E)  Service inclination

Question 5

The process of managing multiple and sometimes conflicting customer segments is known as _____ management.

Accepted Answer

A)  Relationship 
B)  Compatibility 
C)  Demand mix 
D)  Position 
E)  Targeted 
A)  Relationship 
B)  Compatibility 
C)  Demand mix 
D)  Position 
E)  Targeted

Question 6

The process of managing multiple and sometimes conflicting market segments is known as yield management.

Accepted Answer

A) True 
 B)False

Question 7

Each year representatives of college activities boards throughout the U.S.gather at regional National Association of College Activities (NACA)conventions to listen,talk to,and hire acts for the upcoming school year.Auburn Moon from Philadelphia is one of the agencies that attends the NACA conventions.The owner of this agency prepares a CD that contains two or three songs by each of the acts she represents and gives them out to students at the conventions.Students can listen to the CDs at their leisure and share the music with other decision makers on campus.With the CDs,Auburn Moon is _____ about its entertainers and their abilities.

Accepted Answer

A)  Motivating its customers 
B)  Positioning its customers 
C)  Managing the customer mix 
D)  Defining its customers' jobs 
E)  Educating its customers 
A)  Motivating its customers 
B)  Positioning its customers 
C)  Managing the customer mix 
D)  Defining its customers' jobs 
E)  Educating its customers

Question 8

Compatibility management is LEAST important in which of the following services?

Accepted Answer

A)  Airplane flights 
B)  Movie theater 
C)  College basketball game 
D)  Theme park 
E)  Long distance telephone service 
A)  Airplane flights 
B)  Movie theater 
C)  College basketball game 
D)  Theme park 
E)  Long distance telephone service

Question 9

When Tony got in line to pay for his groceries,he picked the line in which he was required to scan the prices of his groceries and bag them himself.He was pleased with his use of a(n)_______ because he could take extra care in getting his eggs home unbroken without the risk of a store bagger dropping a melon on top of them.

Accepted Answer

A)  Promotable differentiator 
B)  Ergonomic layout 
C)  SST 
D)  ISP 
E)  Robot 
A)  Promotable differentiator 
B)  Ergonomic layout 
C)  SST 
D)  ISP 
E)  Robot

Question 10

Instead of having a hair stylist color her hair,Chandris prefers to dye her own hair.Which of the following roles is Chandris performing?

Accepted Answer

A)  Customer mix manager 
B)  Competitor 
C)  Productive resource 
D)  Contributor to quality and satisfaction 
E)  Recruiter 
A)  Customer mix manager 
B)  Competitor 
C)  Productive resource 
D)  Contributor to quality and satisfaction 
E)  Recruiter

Question 11

Moderate customer participation is required with marriage counseling.

Accepted Answer

A) True 
 B)False

Question 12

Lorenzo attended his first antique auction last night.After examining the merchandise,he noticed several signs posted around the building."All sales are final"."All merchandise sold on an 'as-is' basis"."We are not responsible for any merchandise left overnight".In terms of customer participation,what was the purpose of those signs?

Accepted Answer

To educate

Question 13

Landis was pleasantly surprised to find a "No Smoking" sign at his favorite pub.He had to limit his visits because he is allergic to cigarette smoke.Now he can visit as often and for as long as he likes.Landis was afraid the sign might hurt the pub's business,but he was pleased to discover how many of the pub's regulars felt the same way he did.The "No Smoking" sign served to:

Accepted Answer

A)  Enhance customer compatibility 
B)  Decrease customer participation 
C)  Turn the customers of the pub into productive resources 
D)  Allow the customer to co-create the service 
E)  Maintain the drama metaphor 
A)  Enhance customer compatibility 
B)  Decrease customer participation 
C)  Turn the customers of the pub into productive resources 
D)  Allow the customer to co-create the service 
E)  Maintain the drama metaphor

Question 14

The Detroit Tigers,a professional baseball team,prohibits the sale and consumption of alcohol in the "Family Section" of Tiger Stadium.The Detroit Tigers are:

Accepted Answer

A)  Rewarding customers 
B)  Positioning customers 
C)  Managing the customer mix 
D)  Defining customers' jobs 
E)  Educating customers 
A)  Rewarding customers 
B)  Positioning customers 
C)  Managing the customer mix 
D)  Defining customers' jobs 
E)  Educating customers

Question 15

Individual differences exist in customers' desire to participate in the service process.

Accepted Answer

A) True 
 B)False

Question 16

Even though some service providers would like to reduce customer participation in the service delivery,it cannot be done.

Accepted Answer

A) True 
 B)False

Question 17

Lorenzo attended his first antique auction last night.When he asked about bidding,he was told to get a bidder's number and that no bid would be accepted unless it was made by raising the card with the number on it.What kind of on-site orientation was Lorenzo being given?

Accepted Answer

The answer of Lorenzo attended his first antique auction last...

Question 18

Rewarding customers has no effect on their likelihood of performing their roles effectively.

Accepted Answer

A) True 
 B)False

Question 19

Restaurants with salad bars view customers as productive resources.

Accepted Answer

A) True 
 B)False

Question 20

Compatibility management:

Accepted Answer

A)  Is unrelated to the implementation of customer participation strategies 
B)  Does not coalesce well with the drama metaphor used to describe services 
C)  Is a process for managing the customer mix 
D)  Is only of value in internal marketing 
E)  Creates a homogeneous employee pool 
A)  Is unrelated to the implementation of customer participation strategies 
B)  Does not coalesce well with the drama metaphor used to describe services 
C)  Is a process for managing the customer mix 
D)  Is only of value in internal marketing 
E)  Creates a homogeneous employee pool

Patients sitting in dental chairs are part of the _____ element of the services marketing mix.

What are the overall goals of a customer participation strategy?

Whether a household or a firm chooses to produce a particular service for itself or contract externally for the service depends upon a non-economic factor that is referred to as:

Defined as a combination of personal motivation,ability,and role clarity,________ is a major factor in determining whether customers will try a new self-service option.

The process of managing multiple and sometimes conflicting customer segments is known as _____ management.

The process of managing multiple and sometimes conflicting market segments is known as yield management.

Compatibility management is LEAST important in which of the following services?

Instead of having a hair stylist color her hair,Chandris prefers to dye her own hair.Which of the following roles is Chandris performing?

Moderate customer participation is required with marriage counseling.

The Detroit Tigers,a professional baseball team,prohibits the sale and consumption of alcohol in the "Family Section" of Tiger Stadium.The Detroit Tigers are:

Individual differences exist in customers' desire to participate in the service process.

Even though some service providers would like to reduce customer participation in the service delivery,it cannot be done.

Lorenzo attended his first antique auction last night.When he asked about bidding,he was told to get a bidder's number and that no bid would be accepted unless it was made by raising the card with the number on it.What kind of on-site orientation was Lorenzo being given?

Rewarding customers has no effect on their likelihood of performing their roles effectively.

Restaurants with salad bars view customers as productive resources.

Compatibility management:

Introduction to Services

Conceptual Framework of the Book: The GAPS Model of Service Quality

Customer Expectations of Service

Customer Perceptions of Service

Listening to Customers Through Research

Building Customer Relationships

Service Recovery

Service Innovation and Design

Customer-Defined Service Standards

Physical Evidence and the Servicescape

Employees Roles in Service Delivery

Managing Demand and Capacity

Integrated Service Marketing Communications

Pricing of Services

The Financial and Economic Impact of Service

Filters

Exam 12: Customers Roles in Service Delivery

Patients sitting in dental chairs are part of the _____ element of the services marketing mix.

What are the overall goals of a customer participation strategy?

Whether a household or a firm chooses to produce a particular service for itself or contract externally for the service depends upon a non-economic factor that is referred to as:

Defined as a combination of personal motivation,ability,and role clarity,________ is a major factor in determining whether customers will try a new self-service option.

The process of managing multiple and sometimes conflicting customer segments is known as _____ management.

The process of managing multiple and sometimes conflicting market segments is known as yield management.

Compatibility management is LEAST important in which of the following services?

Instead of having a hair stylist color her hair,Chandris prefers to dye her own hair.Which of the following roles is Chandris performing?

Moderate customer participation is required with marriage counseling.

The Detroit Tigers,a professional baseball team,prohibits the sale and consumption of alcohol in the "Family Section" of Tiger Stadium.The Detroit Tigers are:

Individual differences exist in customers' desire to participate in the service process.

Even though some service providers would like to reduce customer participation in the service delivery,it cannot be done.

Lorenzo attended his first antique auction last night.When he asked about bidding,he was told to get a bidder's number and that no bid would be accepted unless it was made by raising the card with the number on it.What kind of on-site orientation was Lorenzo being given?

Rewarding customers has no effect on their likelihood of performing their roles effectively.

Restaurants with salad bars view customers as productive resources.

Compatibility management:

Introduction to Services

Conceptual Framework of the Book: The GAPS Model of Service Quality

Customer Expectations of Service

Customer Perceptions of Service

Listening to Customers Through Research

Building Customer Relationships

Service Recovery

Service Innovation and Design

Customer-Defined Service Standards

Physical Evidence and the Servicescape

Employees Roles in Service Delivery

Managing Demand and Capacity

Integrated Service Marketing Communications

Pricing of Services

The Financial and Economic Impact of Service

Filters