Exam 2: Customer Behavior in a Services Context

Evidence management is a somewhat disorganized approach to presenting customers with coherent evidence of a firm's abilities,like employee dress and furnishings.

The service operations system does not include ____________.

An example of a service high in credence attribute is _____________.

The pre-purchase stage begins with ____________.

Consumers will desire a particular level of service,but are willing to accept an adequate level of service and the gap between the two levels is called the zone of acceptance.

Service consumption can be divided into what three principal stages?

How can advertising help reduce customer risk perceptions of a service firm like Visa credit cards?

What is the service delivery system?

Give an example of a service's search attribute.

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

The three stages in the consumer decision making process are ____________,____________,and ____________.

For customers of credit card companies,which of the following statements are true?

A service encounter is a period of time during which you,as a customer,interact with a service provider.

The key concepts in the pre-purchase stage include all the following except ____________.

In the theater metaphor,the elements include all but the following ____________.

For B2B services,trade shows can be a way to create a need and engage customers' interest.

Hotels may organize food tasting to ____________.

Give an example of a pre-purchase risk-reduction strategy.

During the post-purchase stage,consumers may make satisfaction judgments that ___________ their experience.

Everything else being equal,when customers are risk-averse,they will choose the service with the lowest risk perception.