An individual who has expertise in the choice process of buying is called:
a. Expert performer
b. Expert consumer
c. Novice consumer
d. Novice performer
e. Consumer performer
Postpurchase models attempt to describe the process by which consumers
evaluate their purchase decisions. Which of the following models evaluates
services by comparing expectations with perceptions? a. the role congruence model
b. the perceived-control model
c. the expectancy disconfirmation model
d. the script perspective
e. the Servuction model
The characteristics of truthfulness, integrity, and trustworthiness is called: a. honesty
b. reward system
c. ethics
d. fairness
e. moral development
The fact that services are sold and then produced and consumed simultaneously is
attributed to: a. intangibility
b. inseparability
c. homogeneity
d. perishability
e. heterogeneity
Services are primarily characterized by a. search attributes
b. experience attributes
c. credence attributes
d. a and b
e. b and c
The component of a firm’s service quality information system that is used
specifically to assess employee performance is: a. solicitation of customer complaints
b. customer focus group interviews
c. employee surveys
d. mystery shopping
e. total market service quality survey
Consumers exchange their money, time, and effort for the bundle of benefits the service
offers. Theory suggests that consumers will have a ___________ that captures the value
they place on these benefits. a. lower price threshold
b. reservation price
c. consumer surplus
d. image value
e. product value
A consumer’s price sensitivity will increase as: a. the perceived number of substitutes
decrease
b. switching costs increase
c. the shared costs for the expenditure increase
d. the perceived unique value of the service increases
e. the customer’s ability to build an inventory increases
Starting from a _________ perspective, consumers have been viewed as partial
employees.
a. Operations
b. Manufacturing
c. Marketing
d. Human resource
e. Finance
The strategy for cultivating customer loyalty that promotes the idea that the company
exists to meet the needs and wants of its consumers is: a. developing a proper
perspective
b. providing discretionary effort
c. monitoring the service delivery process
d. building trusting relationships
e. remembering the customers between calls
A customer who notices dirty silverware and a dirty floor in his/her favorite restaurant
has been influenced by which of the following components of the Servuction Model? a.
servicescape
b. organization and systems
c. other customers
d. contact personnel
e. service providers
Which informal approach helps firms assess their current culture? a. direct questioning
b. attitude check
c. observational and indirect questioning
d. service audit
e. none of the above
What is the operations management concept of ensuring that the core of the production
process is able to run as efficiently as possible?
a. Low contact system
b. Decouping manufacturing
c. Buffering the technical core
d. High contact system
e. None of the above
This type of complaint is not usually heard because people seldom want to
convey negative attributes about themselves to others. a. ostensive
b. instrumental
c. reflexive
d. noninstrumental
e. none of the above
Which of the following is not a benefit associated with empowerment? a. quicker
response to customer needs
b. larger dollar investment is needed in selection and training of personnel
c. quicker response to dissatisfied customers
d. employees feel better about their jobs and themselves
e. employees interact with customers with more enthusiasm