During which stage of the consumer decision process does acquisition,
production and consumption become an entangled process. a. the prepurchase stage
b. the consumption stage
c. the postpurchase stage
d. the information search stage
e. the problem awareness stage
The service characteristic that reflects the variation in consistency from one service
transaction to the next is: a. inseparability
b. intangibility
c. homogeneity
d. perishability
e. heterogeneity
The strategy that surrounds the technical core of the operation with input
and output components is called: a. buffering
b. smoothing
c. anticipating
d. rationing
e. all the above
The encapsulation of the benefits of product in the consumer’s mind is called: a. the
Servuction Model
b. the benefit concept
c. the Service Triangle
d. the Service-Profit Chain
e. the Scale of Market Entities
__________ is an overall favorable impression or unfavorable impression based on
early stages of the service encounter. a. cognitive dissonance
b. environmental stimulus
c. visual pathway
d. halo effect
e. technical service quality
An Automatic Teller Machine (ATM) is an example of: a. hard technology
b. soft technology
c. the perfect-world-model
d. complexity
e. divergence
A bias in survey results because of responses being received from only a limited group
among the total survey population is called: a. response bias
b. question bias
c. social desirability bias
d. collection bias
e. none of the above
Each department within an organization is driven by it’ own internal logic.
Which of the following statements most accurately reflects human resources logic? a.
cost reduction can be obtained through mass production
b. families of customers should reinforce one another throughout the service encounter
c. personnel should be able to break organization rules in the context of serving
the customer
d. customers should be provided with options that enable them to meet their
individual needs
e. recruiting and training are essential in developing existing personnel
Consultants who have to have more highly developed communication skills because of
more extended and complex interactions with customers would be considered: a. type 1
staff
b. type 2 staff
c. type 3 staff
d. type 4 staff
e. type 5 staff
Co-producer risk is directly related to the concept of ______. a. intangibility
b. heterogeneity
c. inseparability
d. perishability
e. nonstandardization
The act of dividing an organization into departments that focus on their own set of
activities is called: a. marketing orientation
b. marketing functions
c. departmentalization
d. functionalism
e. operation orientation
More than ____ percent of the workforce within the Arts, Entertainment, and
Recreation subsector has no formal education beyond high school.
a. 35
b. 40
c. 45
d. 50
e. 55
Word-of-Mouth communication networks are particularly important for service firms
because: a. service customers tend to rely more on personal than nonpersonal source of
information
b. service firms only offer one brand of service
c. service firms can seldom afford to pay for promotional efforts
d. the inseparability of service performance
e. service customers tend to rely more on nonpersonal than personal sources of
information
Each department within an organization is driven by its own internal logic.
Which of the following statements most accurately reflects operations logic? a. cost
reduction can be obtained through mass production
b. “families” of personnel should reinforce one another on the job
c. personnel should be able to break organization rules in the context of serving
the customer
d. customers should be provided with options that enable them to meet their
individual needs
e. recruiting and training are essential in developing existing personnel