The culture change program that teaches personnel that essentially “the customer is
king” is called:
a. “change the way we work”
b. “orientation change”
c. ‘change the way you work”
d. “customers are your customers”
e. “putting the customer first”
Service consumers tend to be more brand loyal than goods consumers
because _____. a. More choices are available.
b. Brand loyalty lowers the amount of perceived risk.
c. Each service provider provides many brands.
d. The prices of their main provider are usually less expensive.
e. Location of the provider is the major driver in the consumer selection process.
____ percent of employees within the food service and drinking establishments are
between the ages of 16 and 19.
a. 15
b. 18
c. 19
d. 20
e. 22
Which of the following reasons is not an explanation for why service consumers are
particularly vulnerable to ethical misconduct? a. services possess few search attributes
b. services are often technical and specialized
c. services are deeds, efforts, or performances
d. the time lapse between performance and evaluation is sometimes conducted in the
distant future
e. many services are sold without guarantees and warranties.
Which of the following is not a major role of a service firm’s physical evidence? a.
socializing employees and customers
b. providing a means for differentiation
c. providing a means for customer price comparisons
d. facilitating the flow of the service delivery process
e. packaging the service
The service supersector that is the fastest growing sector in terms of employment is:
a. Wholesale and retail trade
b. Transportation and warehousing
c. Financial activities
d. Professional and business services
e. Education and health services
__________ stresses recruiting quality personnel and developing training
programs that enhance the performance of existing personnel. a. marketing logic
b. finance logic
c. accounting logic
d. operations logic
e. human resources logic
A consumer’s price sensitivity will decrease as: a. the perceived number of substitutes
increase
b. switching costs decrease
c. the shared costs for the expenditure increase
d. the perceived unique value of the service decreases
e. the customer’s ability to build an inventory increases
Who provides an overview of each of the nine supersectors as well as a career guide?
a. A government
b. US Bureau of Labor Statistics
c. Federal Trade Commission
d. Federal Communication Commission
e. American Marketing Association
Within the industrial management model, firms focus on __________. a. operations and
management
b. customers satisfaction and sustainable profits
c. customer expectations
d. revenues and operating costs
e. marketing and production
Which of the following is NOT an example of an ambient condition in a retail
environment? a. music
b. signs
c. scents
d. lighting
e. colors