Archives

Which of the following is NOT a demonstrated benefit of service blueprinting? A. Providing a platform for innovation B. Recognizing roles and interdependencies among functions, people, and organizations C. Designing moments of truth from the customer’s point of view D. […]

Because he has a busy practice, new patients for dentist Dr. Kirby Brown are informed that, unless there is an emergency, the first available appointment will be in three months. If they accept the appointment, they will be reminded of […]

The _______ suggests an initially disappointed customer who has experienced good service recovery might be even more satisfied and loyal as a result. A. Baker’s dozen paradigm B. Service recovery paradox C. Halo effect D. Service dilemma E. Service quandary […]

Through its external marketing efforts, a company makes promises to its customers regarding what they can expect and how it will be delivered. The development of services marketing concepts has been strongly influenced by professional services like doctors and attorneys. […]

Zones of tolerance are a source of desired expectations. In a service culture, good service is a way of life and it comes naturally to the members of the organization because it is an important norm. Answer: TRUE When customers […]

Bob and Tiffany have been busy this week seeing all kinds of service providers. In which of the following service situations would Bob and Tiffany have had the lowest level of participation? A. A visit to McDonald’s for breakfast B. […]

At Hawkes and Wellington, an upscale men’s clothing store, classical music plays softly in the background, while the store’s fragrance-a blend of oak, leather and fine tobacco wafts from carefully placed heat-sensitive pellets. The music and fragrance at Hawkes and […]

By involving employees in cross-functional teams to align their jobs with end customer requirements, a service firm is: A. Managing service promises B. Resetting customer expectations C. Communicating with customers D. Managing internal marketing communications E. Exceeding customer expectations Which […]

The Offshore Sailing School in Jersey City, New Jersey offers a basic sailing course, which takes place in three days over two weekends, for $495. Students enrolled in the course attend classroom sessions that cover the theory and technology of […]

_____ is a key determinant of whether an offering should be classified as a product or a service. A. Physicality B. Audience passivity C. Intangibility D. Perception E. Abstraction When Marilyn returned to her oncologist’s office for a checkup. She […]

A customer’s refusal to comply with park regulations when riding a roller coaster in an amusement park will have no effect on his or her level of satisfaction. In its role as socializer, the servicescape should only be designed to […]

The most important determinant of perceptions of service quality among U.S. customers is reliability. Defensive marketing can be used to reduce customer defection. Answer: TRUE In most companies, it is significantly easier to improve horizontal communications than vertical communications. Answer: […]

Any company that disseminates information through different communications channels needs to be concerned with integrating this information so that customers receive unified messages and promises about its offering. Search costs are the costs invested to identify and choose from services […]

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 […]

Which of the following is NOT a soft customer-defined standard? A. Uniforms are to be immaculate B. Avoid other tasks while on the telephone with customers C. Deliver orders on the date promised D. Thank the customer at the end […]

FedEx developed a 12-item statistical Service Quality Indicator to measure customer satisfaction and service quality. The index is comprised of customer-defined performance standards such as number of missed pick-ups, number of lost packages and number of late deliveries. Each of […]

Last summer, Kenta and Sawako spent part of their vacation in St. Louis and Boston, staying at the St. Louis Hilton and the Boston Hilton. When they checked in at the St. Louis Hilton the front desk clerk was very […]

Deana and Rod Li went on a one-week vacation at the Club Med Turkoise village, located in Turks and Caicos, a chain of islands in the Caribbean. Club Med’s per person price of $1499 included round-trip air travel from New […]

Companies can actually measure increases and decreases in revenue from the retention and defection of customers. Overuse or under use of service can directly contribute to provider gap 3 ” failure to deliver what was designed and specified. Answer: TRUE […]

Flying across the Pacific Ocean is an eight-hour trip that could be dreadful if you did not fly Singapore Airlines. An ad that featured a customer saying, “The cabin crew makes flying with Singapore Airlines a pleasure” and announcing Singapore […]

The primary constraint on service production for a popular, well-established theater company that annually presents a series of musical comedies is: A. Equipment B. Labor C. Money D. Facilities E. Time Customer _____ are beliefs about service delivery that function […]

Which of the following statements about the American Customer Satisfaction Index (ACSI) is true? A. The ACSI demonstrates to service providers that there is much room for improvement in customer satisfaction B. The ACSI was developed by the federal government […]

Since service companies have found that customers differ in their relationship value and that it may be neither practical nor profitable to meet or exceed all customers’ expectations, they have divided their target markets according to: A. Current and/or future […]

One of the ways in which standardization of services occurs is through: A. Substitution of technology for personal contact and human effort B. Organizational flattening C. Employee encroachment D. Division of labor and specialization E. Autonomous management Jiffy Lube, a […]

Which of the following statements about predicted service is TRUE? A. If the consumer predicts good service, the level of adequate service is likely to be higher than if he or she predicted poor service B. Predicted service estimates the […]