Question 1

When a company feels it is following a customer-centric philosophy with a high degree of customer orientation, it may ________________.

Accepted Answer

A)  Keep everyone up to date on the progress of the current legislation 
B)  Generate an understanding of the marketplace and disseminate that knowledge to everyone in the firm. 
C)  Instill a team spirit for the company baseball team 
D)  Create a customer database 
E)  None of the above 
A)  Keep everyone up to date on the progress of the current legislation 
B)  Generate an understanding of the marketplace and disseminate that knowledge to everyone in the firm. 
C)  Instill a team spirit for the company baseball team 
D)  Create a customer database 
E)  None of the above

Question 2

Connie is frustrated because she would like to go to the new Spanish restaurant where the meals are made to order, and flamenco dancers entertain, but she doesn't know what to expect and she cannot evaluate it beforehand.What characteristic of service is Connie dealing with?

Accepted Answer

This characteristic represents the insep

Question 3

The Zone of Defection describes the area where ______________ reside and are prone to leaving a business and defect to competitors.

Accepted Answer

A)  Slightly satisfied and satisfied customers 
B)  Extremely dissatisfied and somewhat dissatisfied customers 
C)  Customers who have one bad experience with the firm 
D)  Satisfaction is no longer an issue and customers become terrorists against the company 
E)  None of the above 
A)  Slightly satisfied and satisfied customers 
B)  Extremely dissatisfied and somewhat dissatisfied customers 
C)  Customers who have one bad experience with the firm 
D)  Satisfaction is no longer an issue and customers become terrorists against the company 
E)  None of the above

Question 4

Carla works at Painting Pots, a paint-your-own pottery shop.She has always used the Gap Model of Service Quality to ensure that she has a firm understanding of service quality in her shop.Unfortunately Carla has never really looked at or utilized Gap 5.What is gap 5?

Accepted Answer

Finally, Gap 5 represents the core issue

Question 5

Ginger's Steakhouse is an upscale restaurant that focuses on giving customers an unprecedented level of service quality.Recently Helena and Costas went to the restaurant to celebrate their 20th wedding anniversary.Even though they had made a reservation, when they arrived they had to wait 20 minutes to be seated and when they ordered the server brought out the wrong dish for Helena.Before the correct dish came out the manager of the restaurant approached Helena and Costas and apologized for the inconveniences and offered to pick up the entire check for their meals.What do we call the response of the manager? Why is it so important?

Accepted Answer

This process is called service recovery

Question 6

JetBlue developed a __________ in response to the service melt down from a severe snow storm in New York.

Accepted Answer

A)  Customer contact information form 
B)  Customer bill of rights 
C)  New complaint form 
D)  Employee training program aimed at disasters and how to not loose bags 
E)  None of the above 
A)  Customer contact information form 
B)  Customer bill of rights 
C)  New complaint form 
D)  Employee training program aimed at disasters and how to not loose bags 
E)  None of the above

Question 7

Harrah's Entertainment points with pride to the fact that everyone in the firm understands and can articulate its branding and values.This would be an indication that Harrah's is devoted to __________.

Accepted Answer

A)  Self-actualization for management 
B)  Work-focused training for valued employees 
C)  Internal marketing to achieve the goals in the service-profit chain 
D)  Internal marketing to achieve the goals of stress relief ergonomics 
E)  All of the above 
A)  Self-actualization for management 
B)  Work-focused training for valued employees 
C)  Internal marketing to achieve the goals in the service-profit chain 
D)  Internal marketing to achieve the goals of stress relief ergonomics 
E)  All of the above

Question 8

Reliability when referring to service quality means that _________.

Accepted Answer

A)  The service is performed tight the first time and every time 
B)  The service is variable and has different outcomes due to employee variation 
C)  Each time a service is performed that the customer is asked about their perception of the service quality 
D)  The automobile service department should show you the broken parts when they fix your car 
E)  None of the above 
A)  The service is performed tight the first time and every time 
B)  The service is variable and has different outcomes due to employee variation 
C)  Each time a service is performed that the customer is asked about their perception of the service quality 
D)  The automobile service department should show you the broken parts when they fix your car 
E)  None of the above

Question 9

Charles and Crystal run a bed and breakfast in St.Augustine, Florida.They have had a few customers that are indifferent, and a couple that are very satisfied.Charles and Crystal would like to increase their profits.From a profit maximization point of view, is it more profitable to focus on very satisfied customers or indifferent customers?

Accepted Answer

Very satisfied customer "apostles" are t

Question 10

In the Service-Profit Chain, customer satisfaction leads to customer ___________ that carries with it retention, repeat business, and referral business.

Accepted Answer

A)  Feed-back 
B)  Profundity 
C)  Legality 
D)  Ethics 
E)  Loyalty 
A)  Feed-back 
B)  Profundity 
C)  Legality 
D)  Ethics 
E)  Loyalty

Question 11

It is said that services are _________ rather than produced.

Accepted Answer

A)  Separable 
B)  Intangible 
C)  Performed 
D)  Rationed 
E)  All of the above 
A)  Separable 
B)  Intangible 
C)  Performed 
D)  Rationed 
E)  All of the above

Question 12

The percentage of jobs in the United States that are service related equal about __________.

Accepted Answer

A)  20 percent of all jobs 
B)  40 percent of all jobs 
C)  60 percent of all jobs 
D)  80 percent of all jobs 
E)  100 percent of all jobs 
A)  20 percent of all jobs 
B)  40 percent of all jobs 
C)  60 percent of all jobs 
D)  80 percent of all jobs 
E)  100 percent of all jobs

Question 13

There is a debate among professors in educational services on whether students are "customers" or products that need to be branded.

Accepted Answer

A) True 
 B)False

Question 14

A service-centered perspective is very consistent with customer-centric approach in which people, processes, systems, and other resources are to be aligned to best serve customers.

Accepted Answer

A) True 
 B)False

Question 15

SERVQUAL is __________.

Accepted Answer

A)  An instrument to measure employees in a service environment 
B)  A questionnaire that can be used to track packages as they cross the United States and the world 
C)  A questionnaire that compares the importance and performance of a firm in service quality 
D)  An instrument to measure the deviations of quality from the norm on a scale from 1 to 10 
E)  None of the above 
A)  An instrument to measure employees in a service environment 
B)  A questionnaire that can be used to track packages as they cross the United States and the world 
C)  A questionnaire that compares the importance and performance of a firm in service quality 
D)  An instrument to measure the deviations of quality from the norm on a scale from 1 to 10 
E)  None of the above

Question 16

The zone of defection is where satisfied customers reside when they are not really thrilled with the service provided.This leads them to not be committed to the company and they defect.

Accepted Answer

A) True 
 B)False

Question 17

Disney Cruise Lines measures satisfaction across __________.

Accepted Answer

A)  All employees 
B)  The ships' captains 
C)  The entire guest experience 
D)  All of the ships features 
E)  None of the above 
A)  All employees 
B)  The ships' captains 
C)  The entire guest experience 
D)  All of the ships features 
E)  None of the above

Question 18

One way to make a service more tangible is to have customers ______.

Accepted Answer

A)  Read about it on a web site 
B)  Experience the service through a trial period of time 
C)  Receive a brochure that highlights the advantages and disadvantages of the service 
D)  Google the service and see who provides the services in their area 
E)  None of the above 
A)  Read about it on a web site 
B)  Experience the service through a trial period of time 
C)  Receive a brochure that highlights the advantages and disadvantages of the service 
D)  Google the service and see who provides the services in their area 
E)  None of the above

Question 19

Sometimes customers can tell if they received good service or not.For example, vacations, haircuts, and restaurants all have _________ attributes that allow customers to decide whether they will repeat the purchase another time.

Accepted Answer

A)  Purchasable 
B)  Simultaneous 
C)  Focused 
D)  Experiential 
E)  All of the above 
A)  Purchasable 
B)  Simultaneous 
C)  Focused 
D)  Experiential 
E)  All of the above

Question 20

When someone buys a car insurance policy, he or she buy _______.

Accepted Answer

A)  The written policy that comes from the agent 
B)  The office staff, agent and brand of the insurance company 
C)  The promise that if something happens to the car, the insurance company will fix it or replace it 
D)  The agreement to be there at the site of the accident 
E)  None of the above 
A)  The written policy that comes from the agent 
B)  The office staff, agent and brand of the insurance company 
C)  The promise that if something happens to the car, the insurance company will fix it or replace it 
D)  The agreement to be there at the site of the accident 
E)  None of the above

When a company feels it is following a customer-centric philosophy with a high degree of customer orientation, it may ________________.

Connie is frustrated because she would like to go to the new Spanish restaurant where the meals are made to order, and flamenco dancers entertain, but she doesn't know what to expect and she cannot evaluate it beforehand.What characteristic of service is Connie dealing with?

The Zone of Defection describes the area where ______________ reside and are prone to leaving a business and defect to competitors.

Carla works at Painting Pots, a paint-your-own pottery shop.She has always used the Gap Model of Service Quality to ensure that she has a firm understanding of service quality in her shop.Unfortunately Carla has never really looked at or utilized Gap 5.What is gap 5?

JetBlue developed a __________ in response to the service melt down from a severe snow storm in New York.

Harrah's Entertainment points with pride to the fact that everyone in the firm understands and can articulate its branding and values.This would be an indication that Harrah's is devoted to __________.

Reliability when referring to service quality means that _________.

In the Service-Profit Chain, customer satisfaction leads to customer ___________ that carries with it retention, repeat business, and referral business.

It is said that services are _________ rather than produced.

The percentage of jobs in the United States that are service related equal about __________.

There is a debate among professors in educational services on whether students are "customers" or products that need to be branded.

A service-centered perspective is very consistent with customer-centric approach in which people, processes, systems, and other resources are to be aligned to best serve customers.

SERVQUAL is __________.

The zone of defection is where satisfied customers reside when they are not really thrilled with the service provided.This leads them to not be committed to the company and they defect.

Disney Cruise Lines measures satisfaction across __________.

One way to make a service more tangible is to have customers ______.

Sometimes customers can tell if they received good service or not.For example, vacations, haircuts, and restaurants all have _________ attributes that allow customers to decide whether they will repeat the purchase another time.

When someone buys a car insurance policy, he or she buy _______.

Marketing in Todays Business Milieu

Elements of Marketing Strategy and Planning

Understanding the Global Marketplace: Marketing Without Borders

Perspectives on Customer Relationship Management

Managing Marketing Information

Understanding Competitors: Analysis to Action

Understanding Customers: Business to Consumer Markets

Understanding Customers: Business to Business Markets

Segmentation, Target Marketing, and Positioning

The Product Experience: Product Strategy

The Product Experience: Building the Brand

The Product Experience: New Product Development

Managing Pricing Decisions

Managing Marketing Channels and the Supply Chain

Point of Customer Interface: Bricks and Clicks

Integrated Marketing Communication: Advertising, Sales Promotion, and Public Relations

Integrated Marketing Communication: Selling, Direct, and Interactive Marketing

The Marketing Dashboard: Metrics for Measuring Marketing Performance

Filters

Exam 13: Service As the Core Offering

When a company feels it is following a customer-centric philosophy with a high degree of customer orientation, it may ________________.

Connie is frustrated because she would like to go to the new Spanish restaurant where the meals are made to order, and flamenco dancers entertain, but she doesn't know what to expect and she cannot evaluate it beforehand.What characteristic of service is Connie dealing with?

The Zone of Defection describes the area where ______________ reside and are prone to leaving a business and defect to competitors.

Carla works at Painting Pots, a paint-your-own pottery shop.She has always used the Gap Model of Service Quality to ensure that she has a firm understanding of service quality in her shop.Unfortunately Carla has never really looked at or utilized Gap 5.What is gap 5?

JetBlue developed a __________ in response to the service melt down from a severe snow storm in New York.

Harrah's Entertainment points with pride to the fact that everyone in the firm understands and can articulate its branding and values.This would be an indication that Harrah's is devoted to __________.

Reliability when referring to service quality means that _________.

In the Service-Profit Chain, customer satisfaction leads to customer ___________ that carries with it retention, repeat business, and referral business.

It is said that services are _________ rather than produced.

The percentage of jobs in the United States that are service related equal about __________.

There is a debate among professors in educational services on whether students are "customers" or products that need to be branded.

A service-centered perspective is very consistent with customer-centric approach in which people, processes, systems, and other resources are to be aligned to best serve customers.

SERVQUAL is __________.

The zone of defection is where satisfied customers reside when they are not really thrilled with the service provided.This leads them to not be committed to the company and they defect.

Disney Cruise Lines measures satisfaction across __________.

One way to make a service more tangible is to have customers ______.

Sometimes customers can tell if they received good service or not.For example, vacations, haircuts, and restaurants all have _________ attributes that allow customers to decide whether they will repeat the purchase another time.

When someone buys a car insurance policy, he or she buy _______.

Marketing in Todays Business Milieu

Elements of Marketing Strategy and Planning

Understanding the Global Marketplace: Marketing Without Borders

Perspectives on Customer Relationship Management

Managing Marketing Information

Understanding Competitors: Analysis to Action

Understanding Customers: Business to Consumer Markets

Understanding Customers: Business to Business Markets

Segmentation, Target Marketing, and Positioning

The Product Experience: Product Strategy

The Product Experience: Building the Brand

The Product Experience: New Product Development

Managing Pricing Decisions

Managing Marketing Channels and the Supply Chain

Point of Customer Interface: Bricks and Clicks

Integrated Marketing Communication: Advertising, Sales Promotion, and Public Relations

Integrated Marketing Communication: Selling, Direct, and Interactive Marketing

The Marketing Dashboard: Metrics for Measuring Marketing Performance

Filters