Question 1

What two factors influencing customers' desired and predicted expectations can the service provider control?

Accepted Answer

The answer of What two factors influencing customers' desired and...

Question 2

As a service dimension increases in importance,a customer's zone of tolerance _____ and his or her desired and adequate service levels _____.

Accepted Answer

A)  Narrows; increase 
B)  Widens; increase 
C)  Widens; decrease 
D)  Narrows; decrease

Question 3

Johanna wants to learn self-defense and has signed up for a class at her local YMCA.She chose this particular class because her sister took it last year and told her it was a great class.While Johanna has never had a need to defend herself,everyone tells her it is a good idea to learn how.Johanna's service expectation for the class was shaped by:

Accepted Answer

A)  A social needs philosophy 
B)  Word-of-mouth communication 
C)  Explicit service promises 
D)  Transitory need intensifiers 
E)  Her ego-oriented definition of service

Question 4

Derived service expectations occur when customer expectations are driven by another person or a group of people.

Accepted Answer

A) True 
 B)False

Question 5

Zoë was looking for a kennel to board her cocker spaniel for two weeks while she goes on vacation.There are two kennels close to her home.One charges $50 per week and the other charges $125 per week.Zoë chose the higher priced service because her dog is like a member of the family and she wanted it to have the best possible care while she was away.Zoë's service expectation level was determined by a(n):

Accepted Answer

A)  Explicit service promise 
B)  Perceived service alternative 
C)  Word-of-mouth communication 
D)  Implicit service promise 
E)  Marketing testimonial

Question 6

Hurricanes and tornadoes that affect a large number of people are examples of personal situational factors.

Accepted Answer

A) True 
 B)False

Question 7

When is a customer for a janitorial service most likely to notice the cleaning done by the service and make some comment about it?

Accepted Answer

The answer of When is a customer for a janitorial...

Question 8

The extent to which customers recognize and are willing to accept variation in service performance is called the ____________:

Accepted Answer

A)  Acceptable variation 
B)  Extent of indifference 
C)  Area of acceptability 
D)  Area of impartiality 
E)  Zone of tolerance

Question 9

A customer's personal service philosophy is an influence on his/her adequate service expectations.

Accepted Answer

A) True 
 B)False

Question 10

_____ service represents the minimum tolerable expectation,the bottom level of performance acceptable to the customer.

Accepted Answer

A)  Desired 
B)  Adequate 
C)  Functional 
D)  Predictable 
E)  Augmented

Question 11

Product and service features that are unexpected and surprisingly enjoyable are known as ___________.

Accepted Answer

A)  Satisfiers 
B)  Musts 
C)  Delights 
D)  Ego-oriented services 
E)  Forecasted intensifiers

Question 12

The weekend cruise cost Jason Riggs $800 dollars.Before leaving on the cruise,Riggs told his neighbor,"With the money this trip is costing me,the food better be good and plentiful".What kind of expectations did Roux have?

Accepted Answer

A)  Minimum tolerable 
B)  Normative 
C)  Conventional 
D)  Functional 
E)  Ego-based

Question 13

________ is the level of service that customers believe they are likely to get during an impending transaction or exchange.

Accepted Answer

A)  Adequate service 
B)  Desired service 
C)  Predicted service 
D)  Forecasted intensity 
E)  Personal service

Question 14

During the days following Hurricane Katrina,telephone and Internet service was poor across a wide area because so many people were trying to get in touch with friends and relatives.Customers of these services soon realized that they should not expect the level of service they were accustomed to prior to the hurricane.These customers were quite forgiving during this time because they recognized that service performance was being affected by:

Accepted Answer

A)  Predicted service 
B)  Uncontrollable situational factors 
C)  Personal situational factors 
D)  Derived service expectations 
E)  Implicit service promises

Question 15

How a customer defines desired levels of service is more likely to change than how adequate levels of service are defined.

Accepted Answer

A) True 
 B)False

Question 16

Karen owns a cottage on Martha's Vineyard,a popular island destination for tourists from about April to October.When Karen visits the island in March to dine at her favorite pizza restaurant,she expects great service because the tourists are not there.Because she predicts she will receive great service,her _____ than it is during the tourist season.

Accepted Answer

A)  Level of desired service will be higher 
B)  Tolerance of situational factors will be higher 
C)  Level of adequate service will be higher 
D)  Zone of tolerance will be wider 
E)  Level of adequate service will be lower

Question 17

When a customer chooses between a restaurant in a pricy suburb of Atlanta and a restaurant in a small farming community 45 miles away,there is a(n)_____ made by the locations that the customer will be more likely to find exotic cuisine and better trained servers at the downtown Atlanta restaurant.

Accepted Answer

A)  Explicit service promise 
B)  Perceived service alternative 
C)  Word-of-mouth communication 
D)  Implicit service promise 
E)  Marketing testimonial

Question 18

Oakley Millwork is a supplier of products used in the construction industry.It has a published policy that if a customer places an order from its catalog and the product is not available for immediate delivery,the customer gets the item free.Oakley Millwork's policy is an example of a(n):

Accepted Answer

A)  Explicit service promise 
B)  Word-of-mouth communication 
C)  Situational factor 
D)  Implicit service promise 
E)  Service predicator

Question 19

Companies that ask customers about their service expectations raise the customers' levels of expectations.

Accepted Answer

A) True 
 B)False

Exam 3: Customer Expectations of Service

What two factors influencing customers' desired and predicted expectations can the service provider control?

As a service dimension increases in importance,a customer's zone of tolerance _ and his or her desired and adequate service levels _.

Derived service expectations occur when customer expectations are driven by another person or a group of people.

Hurricanes and tornadoes that affect a large number of people are examples of personal situational factors.

When is a customer for a janitorial service most likely to notice the cleaning done by the service and make some comment about it?

The extent to which customers recognize and are willing to accept variation in service performance is called the ____________:

A customer's personal service philosophy is an influence on his/her adequate service expectations.

_____ service represents the minimum tolerable expectation,the bottom level of performance acceptable to the customer.

Product and service features that are unexpected and surprisingly enjoyable are known as ___________.

The weekend cruise cost Jason Riggs $800 dollars.Before leaving on the cruise,Riggs told his neighbor,"With the money this trip is costing me,the food better be good and plentiful".What kind of expectations did Roux have?

________ is the level of service that customers believe they are likely to get during an impending transaction or exchange.

How a customer defines desired levels of service is more likely to change than how adequate levels of service are defined.

When a customer chooses between a restaurant in a pricy suburb of Atlanta and a restaurant in a small farming community 45 miles away,there is a(n) _____ made by the locations that the customer will be more likely to find exotic cuisine and better trained servers at the downtown Atlanta restaurant.

Oakley Millwork is a supplier of products used in the construction industry.It has a published policy that if a customer places an order from its catalog and the product is not available for immediate delivery,the customer gets the item free.Oakley Millwork's policy is an example of a(n) :

Companies that ask customers about their service expectations raise the customers' levels of expectations.