The higher the number of perceived service alternatives: a. the higher the level of
adequate service expectations
b. the lower the level of adequate service expectations
c. the more narrow the zone of tolerance
d. a and c
e. b and c
Total customer value consists of all of the following components except: a. product
value
b. service value
c. image value
d. time value
e. personnel value
Roles differ from scripts in that roles are:
a. extra-individual
b. intra-individual
c. capable of being modified through training
d. modified over time with experience
e. flexible.
In a high contact system, management depends:
a. Market performance
b. Employee performance – small part
c. Employee performance – integral part
d. Consumer performance – integral part
e. Consumer performance – small part
The service industry criticism that low wages will possibly lead to dramatic changes in
future governments is:
a. Materialismo snobbery
b. dichotomization of wealth
c. service industries are slow to adopt new technology
d. service productivity is weak
e. service inflation is difficult to control
Servicescape consists of which of the following features: a. personal artifacts
b. inanimate objects
c. signs
d. ambient conditions
e. all of the above
Employees of excellent companies will be neat in appearanceis a typical statement
within the __________ dimension of the SERVQUAL scale. a. tangibles
b. reliability
c. responsiveness
d. assurance
e. reliability
A customer attempted to pay his bill with his American Express credit card; however,
the service firm did not accept American Express. Which of the following components
of the Servuction Model influenced the customer’s experience? a. servicescape
b. organization and systems
c. other customers
d. contact personnel
e. service providers
The component of the SOR model which describes the recipient of environmental
stimuli is: a. stimulus receiver
b. organism
c. organizations
d. responder
e. stimuli receptor
__________ refers to printed materials through which the professional image of the
firm can be consistently transmitted, including firm brochures, letterhead, envelopes
and business cards. a. sales promotions
b. public relations
c. visual pathway
d. publicity
e. encoding
Using a lexicographic approach and the information below, which car rental
firm should be selected:
a. Avis
b. Hertz
c. Budget
d. Alamo
e. each customer’s choice will differ based on their gut-level feelings.
Economies throughout the world tend to transition from an agricultural economy to an
industrial economy to a service economy. Who was the first economy in the modern
world to make this transition? a. Hong Kong
b. United Stated of America
c. United Kingdom
d. Bahamas
e. Japan
Which of the following is not a benefit of customer satisfaction?
a. the firm is more insulated from price competition b. the firm provides a positive work
environment for its employees c. positive word-of-mouth is generated from satisfied
customers d. satisfied customers make purchases more frequently e. all the above