Question 1

Some services require that the client be present to conduct the service.An example of such a service is a ________.

Accepted Answer

A)  vending machine 
B)  fast-food meal 
C)  medical operation 
D)  car repair 
E)  tax service

Question 2

Getting front-line employees to adopt ________ and to advocate the interests and image of the firm to consumers as well as take initiative and engage in conscientious behavior in dealing with customers can be a critical asset.

Accepted Answer

A)  company policies and procedures 
B)  win-win philosophy 
C)  conflict-management courses 
D)  training lessons 
E)  extra-role behaviors

Question 3

Services differ as to whether they meet a personal need or a ________.

Accepted Answer

A)  quality need 
B)  production need 
C)  business need 
D)  functional need 
E)  customer need

Question 4

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

Accepted Answer

A) True 
 B)False

Question 5

Employees thrive in customer-contact positions when they have an internal drive to _____.

Accepted Answer

A)  pamper customers 
B)  accurately read customer needs 
C)  develop a personal relationship with customers 
D)  deliver quality service to solve customers' problems 
E)  all of the above

Question 6

After sending registered letters to the roofing company,numerous attempts to contact the president of the company by phone,and sending copies of the complaint to the Better Business Bureau,you finally received a response from the firm that did not satisfy you.In desperation,you decided to have another company complete the repairs to your home.This is an example of what kind of customer switching behavior on your part

Accepted Answer

A)  Involuntary switching 
B)  Competition 
C)  Response to service failure 
D)  Service encounter failures 
E)  Inconvenience

Question 7

Services can be judged on customer importance and company performance.

Accepted Answer

A) True 
 B)False

Question 8

A service is defined as any act or performance that one party can offer to another that is essentially intangible and does not result in the ownership of anything.

Accepted Answer

A) True 
 B)False

Question 9

According to the service-quality model,the fourth "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 10

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 11

Better-trained personnel exhibit several characteristics such as ________,which means they perform the service consistently and accurately.

Accepted Answer

A)  reliability 
B)  courtesy 
C)  credibility 
D)  competence 
E)  responsiveness

Question 12

Not all ________ improve service quality,but they can make service transactions more accurate,convenient,and faster.

Accepted Answer

A)  service standards 
B)  top management commitment 
C)  self-service technologies 
D)  strategic concepts 
E)  service-quality perceptions

Question 13

When initiating self-service technologies,some companies have found that the biggest obstacle is not the technology itself,but ________ customers to use it.

Accepted Answer

A)  enticing 
B)  becoming familiar with 
C)  adapting 
D)  utilizing 
E)  convincing

Question 14

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 15

Inseparability in the context of a service means that the service provider and the service customer/consumer cannot be separated because one effects another.

Accepted Answer

A) True 
 B)False

Question 16

Manufacturers,distributors,and retailers can provide ________ services,or simply excellent customer service,to differentiate themselves.

Accepted Answer

A)  financial 
B)  value-added 
C)  sales 
D)  marketing 
E)  distribution

Question 17

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

Accepted Answer

A) True 
 B)False

Question 18

Excellent service companies know that positive employee attitudes will promote stronger customer loyalty.

Accepted Answer

A) True 
 B)False

Question 19

One of the special features of services marketing is the provider-client interaction.This is defined as when the client is also ________ as the service is produced.

Accepted Answer

A)  prominent 
B)  productive 
C)  producing 
D)  present 
E)  paying

Question 20

A plumbing firm is considered a service firm because they are providing "services" to households and businesses.The service component then would fall into which one of the following categories of offerings

Accepted Answer

A)  Pure tangible good 
B)  Tangible good with accompanying services 
C)  Hybrid 
D)  Major service with accompanying minor goods and services 
E)  Pure service

Exam 13: Designing and Managing Services

Some services require that the client be present to conduct the service.An example of such a service is a ________.

Getting front-line employees to adopt ________ and to advocate the interests and image of the firm to consumers as well as take initiative and engage in conscientious behavior in dealing with customers can be a critical asset.

Services differ as to whether they meet a personal need or a ________.

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

Employees thrive in customer-contact positions when they have an internal drive to _____.

Services can be judged on customer importance and company performance.

A service is defined as any act or performance that one party can offer to another that is essentially intangible and does not result in the ownership of anything.

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

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

Better-trained personnel exhibit several characteristics such as ________,which means they perform the service consistently and accurately.

Not all ________ improve service quality,but they can make service transactions more accurate,convenient,and faster.

When initiating self-service technologies,some companies have found that the biggest obstacle is not the technology itself,but ________ customers to use it.

Inseparability in the context of a service means that the service provider and the service customer/consumer cannot be separated because one effects another.

Manufacturers,distributors,and retailers can provide ________ services,or simply excellent customer service,to differentiate themselves.

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

Excellent service companies know that positive employee attitudes will promote stronger customer loyalty.

One of the special features of services marketing is the provider-client interaction.This is defined as when the client is also ________ as the service is produced.

A plumbing firm is considered a service firm because they are providing "services" to households and businesses.The service component then would fall into which one of the following categories of offerings