Question 1

Give an example of how consumers may reduce perceived risk.

Accepted Answer

Seeking information from respected personal sources relying on a firm that has a good reputation, looking for guarantees and warranties, visiting facilities, asking knowledgeable employees, examining tangible cues, or using the Web to compare offerings).

Question 2

Professionals such as doctors and lawyers display their degrees and certifications because ____________.

Accepted Answer

A) they want to build personal relationships with their clientele and generate a moment of truth. 
B) they want customers to "see" their credentials that qualify them to provide the service. 
C) they want to provide detailed information about their core values. 
D) they want to provide a visual example of their prowess and enhance experiential attributes. 
E) These items act as an advertisement that highlights important aspects of their company. 
A) they want to build personal relationships with their clientele and generate a moment of truth. 
B) they want customers to "see" their credentials that qualify them to provide the service. 
C) they want to provide detailed information about their core values. 
D) they want to provide a visual example of their prowess and enhance experiential attributes. 
E) These items act as an advertisement that highlights important aspects of their company. B

Question 3

Characteristics that customers find hard to evaluate even after consumption are termed ____________.

Accepted Answer

A) search attributes 
B) experience attributes 
C) credence attributes 
D) satisfaction attributes 
E) capital attributes 
A) search attributes 
B) experience attributes 
C) credence attributes 
D) satisfaction attributes 
E) capital attributes C

Question 4

What is the service delivery system?

Accepted Answer

It is the visible part of serv

Question 5

Progressive Auto reduces its costs primarily through a shortened response time, which decreases the likelihood of legal involvement.

Accepted Answer

A) True 
 B)False

Question 6

Give an example of a restaurant's credence attribute.

Accepted Answer

The answer of Give an example of a restaurant's credence...

Question 7

Many service dramas are loosely scripted, which reduces variability and ensures uniform quality.

Accepted Answer

A) True 
 B)False

Question 8

What type of risk reduction strategy would you suggest a golf course employ to reduce customer fears about rain cancellations?

Accepted Answer

Provide rain checks

Question 9

The term ___________ describes that part of the service organization's physical environment that is visible to and experienced by the customers.

Accepted Answer

A) Moments of Truth 
B) High/Low contact service 
C) Servuction System 
D) Theater Metaphor 
E) Zone of Tolerance 
A) Moments of Truth 
B) High/Low contact service 
C) Servuction System 
D) Theater Metaphor 
E) Zone of Tolerance

Question 10

Dental customers ____________ to avoid delays and ensure effective use of dental professionals' time.

Accepted Answer

A) sit quietly in the waiting room 
B) commit positive word-of-mouth 
C) confirm and honor appointments 
D) should get to know hygienists 
E) provide accurate histories 
A) sit quietly in the waiting room 
B) commit positive word-of-mouth 
C) confirm and honor appointments 
D) should get to know hygienists 
E) provide accurate histories

Question 11

Desired service is the minimum level of service customers will accept without being dissatisfied.

Accepted Answer

A) True 
 B)False

Question 12

Describe the servuction system for a high-contact service like an upscale restaurant.

Accepted Answer

The servuction system includes a technic

Question 13

The service delivery system is composed of

Accepted Answer

A) Inanimate environment 
B) Contact personnel 
C) Other customers 
D) Front stage 
E) All of the above 
A) Inanimate environment 
B) Contact personnel 
C) Other customers 
D) Front stage 
E) All of the above

Question 14

Developed nations are seeing increased spending on which of the following services at the expense of physical goods?

Accepted Answer

A) Extreme sports 
B) Financial advising 
C) Urban planning 
D) Medical 
E) Consulting 
A) Extreme sports 
B) Financial advising 
C) Urban planning 
D) Medical 
E) Consulting

Question 15

AOL uses free trials to create more search attributes to assist prospective customers.

Accepted Answer

A) True 
 B)False

Question 16

Customers that have no relevant prior experience with a firm may base pre-purchase expectations on word-of-mouth comments, news stories, or the firm's own marketing efforts.

Accepted Answer

A) True 
 B)False

Question 17

Give an example of a service's search attribute.

Accepted Answer

Restaurant-restauran

Question 18

A dental hygienist confirming needs and setting appointment dates with patients is part of the service script for teeth cleaning.

Accepted Answer

A) True 
 B)False

Question 19

Airlines are considered a low-contact service when compared to auto repair.

Accepted Answer

A) True 
 B)False

Question 20

Describe how the three-stage model of service consumption could explain consumer behavior in a low-contact service like investing.

Accepted Answer

The three-stage model of service consump

Give an example of how consumers may reduce perceived risk.

Professionals such as doctors and lawyers display their degrees and certifications because ____________.

Characteristics that customers find hard to evaluate even after consumption are termed ____________.

What is the service delivery system?

Progressive Auto reduces its costs primarily through a shortened response time, which decreases the likelihood of legal involvement.

Give an example of a restaurant's credence attribute.

Many service dramas are loosely scripted, which reduces variability and ensures uniform quality.

What type of risk reduction strategy would you suggest a golf course employ to reduce customer fears about rain cancellations?

The term ___________ describes that part of the service organization's physical environment that is visible to and experienced by the customers.

Dental customers ____________ to avoid delays and ensure effective use of dental professionals' time.

Desired service is the minimum level of service customers will accept without being dissatisfied.

Describe the servuction system for a high-contact service like an upscale restaurant.

The service delivery system is composed of

Developed nations are seeing increased spending on which of the following services at the expense of physical goods?

AOL uses free trials to create more search attributes to assist prospective customers.

Customers that have no relevant prior experience with a firm may base pre-purchase expectations on word-of-mouth comments, news stories, or the firm's own marketing efforts.

Give an example of a service's search attribute.

A dental hygienist confirming needs and setting appointment dates with patients is part of the service script for teeth cleaning.

Airlines are considered a low-contact service when compared to auto repair.

Describe how the three-stage model of service consumption could explain consumer behavior in a low-contact service like investing.

New Perspectives on Marketing in the Service Economy

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements C

Distributing Services through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Striving for Service Leadership

Filters

Exam 2: Consumer Behavior in a Services Context

Give an example of how consumers may reduce perceived risk.

Professionals such as doctors and lawyers display their degrees and certifications because ____________.

Characteristics that customers find hard to evaluate even after consumption are termed ____________.

What is the service delivery system?

Progressive Auto reduces its costs primarily through a shortened response time, which decreases the likelihood of legal involvement.

Give an example of a restaurant's credence attribute.

Many service dramas are loosely scripted, which reduces variability and ensures uniform quality.

What type of risk reduction strategy would you suggest a golf course employ to reduce customer fears about rain cancellations?

The term ___________ describes that part of the service organization's physical environment that is visible to and experienced by the customers.

Dental customers ____________ to avoid delays and ensure effective use of dental professionals' time.

Desired service is the minimum level of service customers will accept without being dissatisfied.

Describe the servuction system for a high-contact service like an upscale restaurant.

The service delivery system is composed of

Developed nations are seeing increased spending on which of the following services at the expense of physical goods?

AOL uses free trials to create more search attributes to assist prospective customers.

Customers that have no relevant prior experience with a firm may base pre-purchase expectations on word-of-mouth comments, news stories, or the firm's own marketing efforts.

Give an example of a service's search attribute.

A dental hygienist confirming needs and setting appointment dates with patients is part of the service script for teeth cleaning.

Airlines are considered a low-contact service when compared to auto repair.

Describe how the three-stage model of service consumption could explain consumer behavior in a low-contact service like investing.

New Perspectives on Marketing in the Service Economy

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements C

Distributing Services through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Striving for Service Leadership

Filters