Question 1

Advances in information technology empower customers to shop for and purchase services.

Accepted Answer

A) True 
 B)False  True

Question 2

Which,if any,of the following is NOT a problem associated with the use of technology to manage customer interfaces?

Accepted Answer

A) Service marketers may be in too big a rush to automate their service functions. 
B) The implementation of new technology may create a time sink for service marketers. 
C) The creators of customer interface technology often have a tendency to create technology that only a specialist can appreciate. 
D) All of these are problems associated with the use of technology to manage customer interfaces. 
E) None of these is a problem associated with the use of technology to manage customer interfaces. 
A) Service marketers may be in too big a rush to automate their service functions. 
B) The implementation of new technology may create a time sink for service marketers. 
C) The creators of customer interface technology often have a tendency to create technology that only a specialist can appreciate. 
D) All of these are problems associated with the use of technology to manage customer interfaces. 
E) None of these is a problem associated with the use of technology to manage customer interfaces. D

Question 3

The use of which form of information technology is becoming a particularly important tool in service industries?

Accepted Answer

A) Smartphones 
B) iPads 
C) Handheld computers 
D) Corporate computer systems 
E) The use of all these forms of communication is rapidly increasing among service organizations. 
A) Smartphones 
B) iPads 
C) Handheld computers 
D) Corporate computer systems 
E) The use of all these forms of communication is rapidly increasing among service organizations. E

Question 4

COMPLETION QUESTIONS
Fully Interactive
Networking
World Wide Web (Web)
Customer Databases
Customer Interfaces
Frontline
Weak links
-Service marketers need to be very cautious about privacy issues as they create and use _________________.

Accepted Answer

The answer of COMPLETION QUESTIONS
Fully Interactive
Networking
World Wide Web (Web)
Customer Databases
Customer...

Question 5

To enhance service delivery,the Services Marketing Pyramid Model emphasizes the need to manage all of the following technology links,EXCEPT;

Accepted Answer

A) Technology-Company Link 
B) Technology-Providers Link 
C) Technology-Customer Link 
D) All of the listed technology links are emphasized within the Services Marketing Pyramid Model 
E) None of the listed technology links are emphasized within the Services Marketing Pyramid Model 
A) Technology-Company Link 
B) Technology-Providers Link 
C) Technology-Customer Link 
D) All of the listed technology links are emphasized within the Services Marketing Pyramid Model 
E) None of the listed technology links are emphasized within the Services Marketing Pyramid Model

Question 6

Which,if any,of the listed activities can NOT be used to empower service employees through information technology?

Accepted Answer

A) Creating devices that can be operated by a single person 
B) Utilizing networking as a means to enable service workers to better serve their customers 
C) Enabling service employees to access information pertinent to service delivery 
D) None of these activities can be used to empower service employees through information technology. 
E) All of these activities can be used to empower service employees through information technology. 
A) Creating devices that can be operated by a single person 
B) Utilizing networking as a means to enable service workers to better serve their customers 
C) Enabling service employees to access information pertinent to service delivery 
D) None of these activities can be used to empower service employees through information technology. 
E) All of these activities can be used to empower service employees through information technology.

Question 7

How does technology help to empower service employees?

Accepted Answer

Technology plays a crucial role in empow

Question 8

The marketing manager of a local service organization recently decided to take steps to improve customer service.As consultant to the marketing manager,you suggested that advances in technology might be used to help empower customers.The marketing manager asked you to explain how technological advances can be used to empower the firm's customers.What is your response?

Accepted Answer

Technological advances can be used to em

Question 9

COMPLETION QUESTIONS
Fully Interactive
Networking
World Wide Web (Web)
Customer Databases
Customer Interfaces
Frontline
Weak links
-Many challenges that service organizations experience when infusing technology into their operations result from the ____________ in the ______________ of services.

Accepted Answer

Weak links

Question 10

How can customers be empowered by advances in technology?

Accepted Answer

Customers can be empowered by advances i

Question 11

Which,if any,is NOT an appropriate guideline for the effective creation and use of customer databases?

Accepted Answer

A) Customer databases should contain categories of customers who differ in terms of their purchase behaviors. 
B) Customer databases should only include data that detail customer purchases over a specified time period. 
C) Customer databases should be easily accessible to the frontline service provider. 
D) Service marketers should be very sensitive to privacy issues as they create and use customer databases. 
E) All of these guidelines are appropriate for the effective creation and use of customer databases. 
A) Customer databases should contain categories of customers who differ in terms of their purchase behaviors. 
B) Customer databases should only include data that detail customer purchases over a specified time period. 
C) Customer databases should be easily accessible to the frontline service provider. 
D) Service marketers should be very sensitive to privacy issues as they create and use customer databases. 
E) All of these guidelines are appropriate for the effective creation and use of customer databases.

Question 12

Improvements in a service organization's core technology cannot be used to improve its service quality.

Accepted Answer

A) True 
 B)False

Question 13

The owner of a service organization recently decided to take steps to empower the organization's employees.As consultant to the owner,you suggested that technology might be used to help empower service employees.The owner asked you to explain how technology can be used to empower employees.What is your response?

Accepted Answer

Technology can be used to empower servic

Question 14

Which of the following is NOT a part of the services marketing pyramid?

Accepted Answer

A) company 
B) competition 
C)  customers 
D) technology 
E) providers 
A) company 
B) competition 
C)  customers 
D) technology 
E) providers

Question 15

Information is a product that has virtually no marginal cost of distribution.

Accepted Answer

A) True 
 B)False

Question 16

Which of the following is a possible negative impact of services technology?

Accepted Answer

A) dependence on the electric power grid 
B) employment levels may fall in absolute terms 
C) low-skill service workers may be replaced by automated technology 
D) All of the above are possible negative impacts. 
E) None of the above are possible negative impacts. 
A) dependence on the electric power grid 
B) employment levels may fall in absolute terms 
C) low-skill service workers may be replaced by automated technology 
D) All of the above are possible negative impacts. 
E) None of the above are possible negative impacts.

Question 17

COMPLETION QUESTIONS
Fully Interactive
Networking
World Wide Web (Web)
Customer Databases
Customer Interfaces
Frontline
Weak links
-____________ is the act of establishing a communication link among two or more spatially distant individuals,organizations,or other entities.

Accepted Answer

The answer of COMPLETION QUESTIONS
Fully Interactive
Networking
World Wide Web (Web)
Customer Databases
Customer...

Question 18

During a recent meeting of top management,a proposal was made to continually upgrade the technology that the company uses to manage its customer interfaces.Even though the proposal was appealing,the company president postponed the decision until more was known about the challenges associated with using technology to manage customer interfaces.You were asked to develop a report that describes the challenges of using technology to manage customer interfaces.What would you tell top management in your report?

Accepted Answer

In my report to top management, I would

Question 19

COMPLETION QUESTIONS
Fully Interactive
Networking
World Wide Web (Web)
Customer Databases
Customer Interfaces
Frontline
Weak links
-The ____________ is an Internet service where information services can provide text,pictures,sound,and even video to information seekers.

Accepted Answer

World Wide

Question 20

The high-bandwidth communication connection between customers has not altered the nature of word-of-mouth communication or had a powerful influence on modern communications.

Accepted Answer

A) True 
 B)False

Advances in information technology empower customers to shop for and purchase services.

Which,if any,of the following is NOT a problem associated with the use of technology to manage customer interfaces?

The use of which form of information technology is becoming a particularly important tool in service industries?

COMPLETION QUESTIONS Fully Interactive Networking World Wide Web (Web) Customer Databases Customer Interfaces Frontline Weak links -Service marketers need to be very cautious about privacy issues as they create and use _________________.

To enhance service delivery,the Services Marketing Pyramid Model emphasizes the need to manage all of the following technology links,EXCEPT;

Which,if any,of the listed activities can NOT be used to empower service employees through information technology?

How does technology help to empower service employees?

COMPLETION QUESTIONS Fully Interactive Networking World Wide Web (Web) Customer Databases Customer Interfaces Frontline Weak links -Many challenges that service organizations experience when infusing technology into their operations result from the in the __ of services.

How can customers be empowered by advances in technology?

Which,if any,is NOT an appropriate guideline for the effective creation and use of customer databases?

Improvements in a service organization's core technology cannot be used to improve its service quality.

Which of the following is NOT a part of the services marketing pyramid?

Information is a product that has virtually no marginal cost of distribution.

Which of the following is a possible negative impact of services technology?

COMPLETION QUESTIONS Fully Interactive Networking World Wide Web (Web) Customer Databases Customer Interfaces Frontline Weak links -____________ is the act of establishing a communication link among two or more spatially distant individuals,organizations,or other entities.

COMPLETION QUESTIONS Fully Interactive Networking World Wide Web (Web) Customer Databases Customer Interfaces Frontline Weak links -The ____________ is an Internet service where information services can provide text,pictures,sound,and even video to information seekers.

The high-bandwidth communication connection between customers has not altered the nature of word-of-mouth communication or had a powerful influence on modern communications.

Understanding Services Marketing

Frameworks for Managing the Customers Experience

Planning and Producing the Service Performance

Designing the Service Setting

Leveraging the People Factor

Managing the Customer Mix

Setting a Price for the Service Rendered

Promoting the Interactive Service Experience

Building Customer Loyalty Through Service Quality

Regaining Customer Confidence Through Customer Service and Service Recovery

Researching Service Success and Failure

Developing Marketing Strategies for Services

Coping With Fluctuating Demand for Services

Thinking Globally: Its a Small World After All

Filters

Exam 3: Plugging Into the Information Age

Advances in information technology empower customers to shop for and purchase services.

Which,if any,of the following is NOT a problem associated with the use of technology to manage customer interfaces?

The use of which form of information technology is becoming a particularly important tool in service industries?

COMPLETION QUESTIONS Fully Interactive Networking World Wide Web (Web) Customer Databases Customer Interfaces Frontline Weak links -Service marketers need to be very cautious about privacy issues as they create and use _________________.

To enhance service delivery,the Services Marketing Pyramid Model emphasizes the need to manage all of the following technology links,EXCEPT;

Which,if any,of the listed activities can NOT be used to empower service employees through information technology?

How does technology help to empower service employees?

COMPLETION QUESTIONS Fully Interactive Networking World Wide Web (Web) Customer Databases Customer Interfaces Frontline Weak links -Many challenges that service organizations experience when infusing technology into their operations result from the ____________ in the ______________ of services.

How can customers be empowered by advances in technology?

Which,if any,is NOT an appropriate guideline for the effective creation and use of customer databases?

Improvements in a service organization's core technology cannot be used to improve its service quality.

Which of the following is NOT a part of the services marketing pyramid?

Information is a product that has virtually no marginal cost of distribution.

Which of the following is a possible negative impact of services technology?

COMPLETION QUESTIONS Fully Interactive Networking World Wide Web (Web) Customer Databases Customer Interfaces Frontline Weak links -____________ is the act of establishing a communication link among two or more spatially distant individuals,organizations,or other entities.

COMPLETION QUESTIONS Fully Interactive Networking World Wide Web (Web) Customer Databases Customer Interfaces Frontline Weak links -The ____________ is an Internet service where information services can provide text,pictures,sound,and even video to information seekers.

The high-bandwidth communication connection between customers has not altered the nature of word-of-mouth communication or had a powerful influence on modern communications.

Understanding Services Marketing

Frameworks for Managing the Customers Experience

Planning and Producing the Service Performance

Designing the Service Setting

Leveraging the People Factor

Managing the Customer Mix

Setting a Price for the Service Rendered

Promoting the Interactive Service Experience

Building Customer Loyalty Through Service Quality

Regaining Customer Confidence Through Customer Service and Service Recovery

Researching Service Success and Failure

Developing Marketing Strategies for Services

Coping With Fluctuating Demand for Services

Thinking Globally: Its a Small World After All

Filters

COMPLETION QUESTIONS Fully Interactive Networking World Wide Web (Web) Customer Databases Customer Interfaces Frontline Weak links -Many challenges that service organizations experience when infusing technology into their operations result from the in the __ of services.