Question 1

Bill always takes his shoes to the same cobbler when they need to be resoled because that cobbler always has the shoes ready quickly.This cobbler excels at which of the following five determinants of service quality?

Accepted Answer

A) Reliability 
B) Responsiveness 
C) Assurance 
D) Empathy 
E) Tangibles

Question 2

Service offerings can be differentiated in numerous ways because the consumer expects to see only the company's primary service package.

Accepted Answer

A) True 
 B)False

Question 3

Because services are generally high in experience and credence qualities,there is more risk in purchase.

Accepted Answer

A) True 
 B)False

Question 4

Because service decisions and arrangements are often made away from the actual service location,brand ________ becomes critical.

Accepted Answer

A) design 
B) slogans 
C) image 
D) recall 
E) remind

Question 5

Services cannot be seen,tasted,or felt before purchase.The challenge to marketers of services is to "tangibilize the intangible" and "manage the evidence." What do these statements really mean for a marketer of a service firm?

Accepted Answer

The answer of Services cannot be seen,tasted,or felt before purchase.The...

Question 6

To match demand and supply,service marketers can utilize a number of strategies on the demand side.Which of the following is NOT one of these strategies?

Accepted Answer

A) Provide complementary services to waiting customers 
B) Cultivate nonpeak demand 
C) Differential pricing 
D) Share services 
E) Manage demand levels through a reservation system

Question 7

When cell phone providers offer "weekends free," they are attempting to ________ when it comes to the perishability of the service they provide.

Accepted Answer

A) manage supply and demand 
B) manage supply 
C) manage demand 
D) offer to sign up new subscribers 
E) increase usage

Question 8

Service companies try to demonstrate their service qualities through physical evidence and presentation.

Accepted Answer

A) True 
 B)False

Question 9

A ________ is a tool that allows service providers to simultaneously map out the service process,the points of customer contact,and the evidence of service from the customer's point of view.

Accepted Answer

A) service guarantee 
B) service blueprint 
C) communication material 
D) credence quality 
E) tangible good

Question 10

In the pool advertisement,it reads "a pool for $3,000 total cost." Upon contracting with the firm for the pool,the sale representative tells you that the total cost will be $6,000.When you ask why the extra $3,000,the sales rep says that is for the removal of the dirt.This is an example of which one of the service-quality gaps?

Accepted Answer

The answer of In the pool advertisement,it reads "a pool...

Question 11

According to the service-quality model,the fifth "gap" is the one between ________.

Accepted Answer

A) perceived service and expected service 
B) service delivery and external communications 
C) service-quality specifications and service delivery 
D) management perception and service-quality specification 
E) consumer expectation and management perception

Question 12

There are shifts that favor the customer in the client relationship.Customers are now becoming more sophisticated about buying product-support services and are pressing for ________.

Accepted Answer

A) selective pricing 
B) institutional pricing/services 
C) substitute services 
D) promotional pricing 
E) services unbundling

Question 13

Service contracts and extended warranties are examples of companies charging for additional services.

Accepted Answer

A) True 
 B)False

Question 14

To differentiate its service,a provider can add ________ to the package of services already provided.

Accepted Answer

A) secondary service features 
B) primary service features 
C) value bundling 
D) branding 
E) price bands of like services

Question 15

To provide the best support,a manufacturer must identify the services customers value most and their ________ importance.

Accepted Answer

A) competitive 
B) popular 
C) absolute 
D) relative 
E) none of the above

Question 16

Interactive marketing describes the employees' skill in serving the client.

Accepted Answer

A) True 
 B)False

Question 17

Manufacturers of equipment all must provide product-support services.Companies in these industries must define customer needs carefully in designing their service support program.Customers have three specific worries when discussing product-support services.These three worries include all of the following EXCEPT ________.

Accepted Answer

A) out-of-pocket costs 
B) reputation of manufacturer 
C) service dependability 
D) downtime 
E) failure frequency

Question 18

The service outcome,and whether people will remain loyal to a service provider,is influenced by a host of variables.Identify the eight categories into which these factors fall.

Accepted Answer

The answer of The service outcome,and whether people will remain...

Question 19

Services include government,private nonprofit,business,retail,and the manufacturing sector.

Accepted Answer

A) True 
 B)False

Question 20

Service industries are everywhere.They include the government sector,private nonprofit sector,business sector,manufacturing sector,and the ________.

Accepted Answer

A) insurance salespeople 
B) seasonal workers 
C) temporary workers 
D) retail sector 
E) none of the above

Exam 13: Designing and Managing Services

Bill always takes his shoes to the same cobbler when they need to be resoled because that cobbler always has the shoes ready quickly.This cobbler excels at which of the following five determinants of service quality?

Service offerings can be differentiated in numerous ways because the consumer expects to see only the company's primary service package.

Because services are generally high in experience and credence qualities,there is more risk in purchase.

Because service decisions and arrangements are often made away from the actual service location,brand ________ becomes critical.

Services cannot be seen,tasted,or felt before purchase.The challenge to marketers of services is to "tangibilize the intangible" and "manage the evidence." What do these statements really mean for a marketer of a service firm?

To match demand and supply,service marketers can utilize a number of strategies on the demand side.Which of the following is NOT one of these strategies?

When cell phone providers offer "weekends free," they are attempting to ________ when it comes to the perishability of the service they provide.

Service companies try to demonstrate their service qualities through physical evidence and presentation.

A ________ is a tool that allows service providers to simultaneously map out the service process,the points of customer contact,and the evidence of service from the customer's point of view.

According to the service-quality model,the fifth "gap" is the one between ________.

There are shifts that favor the customer in the client relationship.Customers are now becoming more sophisticated about buying product-support services and are pressing for ________.

Service contracts and extended warranties are examples of companies charging for additional services.

To differentiate its service,a provider can add ________ to the package of services already provided.

To provide the best support,a manufacturer must identify the services customers value most and their ________ importance.

Interactive marketing describes the employees' skill in serving the client.

The service outcome,and whether people will remain loyal to a service provider,is influenced by a host of variables.Identify the eight categories into which these factors fall.

Services include government,private nonprofit,business,retail,and the manufacturing sector.

Service industries are everywhere.They include the government sector,private nonprofit sector,business sector,manufacturing sector,and the ________.