Question 1

The customer service representatives at a call center have been asked to handle each call in not more than five minutes.A recent customer survey by the company revealed that customers appreciate it when employees take the time to answer their questions fully and listen to their grievances.What kind of service gap is apparent here?

Accepted Answer

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

Question 2

Ellen came across an ad for a new restaurant which promised authentic French cuisine.When she ate there,however,she was disappointed to find that the food was mediocre and not very authentic.Which of the following gaps of service performance does this demonstrate?

Accepted Answer

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

Question 3

Which of the following is an example of a hybrid service?

Accepted Answer

A)  teaching 
B)  car 
C)  restaurant meal 
D)  soap 
E)  air travel

Question 4

________ refers to training and motivating employees to serve customers well.

Accepted Answer

A)  External marketing 
B)  Promotional marketing 
C)  Direct marketing 
D)  Internal marketing 
E)  Interactive marketing

Question 5

If the length of the downtime increases,the cost incurred decreases.

Accepted Answer

A) True 
 B)False

Question 6

________ refers to the normal work of preparing,pricing,distributing,and promoting the service to customers.

Accepted Answer

A)  Interactive marketing 
B)  Internal marketing 
C)  External marketing 
D)  Promotional marketing 
E)  Direct marketing

Question 7

Services high in ________ qualities have characteristics that the buyer can evaluate after purchase.

Accepted Answer

A)  privacy 
B)  experience 
C)  credence 
D)  search 
E)  stock

Question 8

A product's purchase cost plus the discounted cost of maintenance and repair less the discounted salvage value is known as the product's activity cost.

Accepted Answer

A) True 
 B)False

Question 9

Which one of the following would be considered high in credence qualities?

Accepted Answer

A)  an interior of a house 
B)  a restaurant 
C)  a haircut 
D)  psychotherapy 
E)  a computer

Question 10

Services high in ________ have characteristics that the buyers can evaluate before purchase.

Accepted Answer

A)  search qualities 
B)  experience qualities 
C)  credence qualities 
D)  privacy qualities 
E)  storing qualities

Question 11

To which of the following categories of services does a cell phone belong?

Accepted Answer

A)  major service with accompanying minor services 
B)  major service with accompanying minor goods 
C)  pure service 
D)  pure tangible good 
E)  tangible good with accompanying services

Question 12

Expensive equipment manufacturers not only install the equipment but also train the staff and undertake the maintenance and repair activities of the equipment.By doing so,they are providing ________.

Accepted Answer

A)  payment equity 
B)  value-augmenting services 
C)  differential pricing 
D)  facilitating services 
E)  a primary service package

Question 13

When Johnson Controls reached beyond its climate control equipment and components business to manage integrated facilities by offering products and services that optimize energy use,it was said to be providing ________.

Accepted Answer

A)  facilitating services 
B)  a primary service package 
C)  value-augmenting services 
D)  service contracts 
E)  service warranties

Question 14

Intangibility with regards to a service means that the service cannot be duplicated across providers.

Accepted Answer

A) True 
 B)False

Question 15

Which one of the following is highest in search qualities?

Accepted Answer

A)  a play at a theater 
B)  a meal at a restaurant 
C)  a haircut 
D)  psychotherapy 
E)  a computer

Question 16

The private non-profit sector is a provider of services.

Accepted Answer

A) True 
 B)False

Question 17

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

Accepted Answer

A) True 
 B)False

Question 18

The fact that services are typically produced and consumed simultaneously is known as the ________ aspect of services.

Accepted Answer

A)  perishability 
B)  intangibility 
C)  heterogeneity 
D)  inseparability 
E)  variability

Question 19

The search qualities of a service are the characteristics the buyer can evaluate before purchase.

Accepted Answer

A) True 
 B)False

Question 20

Service quality depends on who provides them,when and where,and to whom.Thus,services are highly ________.

Accepted Answer

A)  inseparable 
B)  tangible 
C)  variable 
D)  perishable 
E)  intangible

Exam 11: Designing and Managing Services

Ellen came across an ad for a new restaurant which promised authentic French cuisine.When she ate there,however,she was disappointed to find that the food was mediocre and not very authentic.Which of the following gaps of service performance does this demonstrate?

Which of the following is an example of a hybrid service?

________ refers to training and motivating employees to serve customers well.

If the length of the downtime increases,the cost incurred decreases.

________ refers to the normal work of preparing,pricing,distributing,and promoting the service to customers.

Services high in ________ qualities have characteristics that the buyer can evaluate after purchase.

A product's purchase cost plus the discounted cost of maintenance and repair less the discounted salvage value is known as the product's activity cost.

Which one of the following would be considered high in credence qualities?

Services high in ________ have characteristics that the buyers can evaluate before purchase.

To which of the following categories of services does a cell phone belong?

Expensive equipment manufacturers not only install the equipment but also train the staff and undertake the maintenance and repair activities of the equipment.By doing so,they are providing ________.

When Johnson Controls reached beyond its climate control equipment and components business to manage integrated facilities by offering products and services that optimize energy use,it was said to be providing ________.

Intangibility with regards to a service means that the service cannot be duplicated across providers.

Which one of the following is highest in search qualities?

The private non-profit sector is a provider of services.

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

The fact that services are typically produced and consumed simultaneously is known as the ________ aspect of services.

The search qualities of a service are the characteristics the buyer can evaluate before purchase.

Service quality depends on who provides them,when and where,and to whom.Thus,services are highly ________.