When developing services capes, firm’s recognize that their physical environment will
affect employees and customers. This is due primarily to: a. inseparability
b. intangibility
c. heterogeneity
d. perishability
e. none of the above
The leisure and hospitality industry comprises a variety of services. Which of the
following is not one of them?
a. food service
b. lodging
c. travel and tourism
d. meeting and convention planning
e. All the above are part of the hospitality industry
Strategies to increase the efficiency of service operations include all of the
following except: a. buffering
b. smoothing
c. anticipating
d. rationing
e. all the above
The number of competing alternative service providers available has the biggest
influence on: a. desired service
b. predicted service
c. ideal service
d. adequate service
e. derived expectations
Which one of the following is not a form of satisfaction-based pricing? a. offering
guarantees
b. benefit-driven pricing
c. flat-rate pricing
d. relationship pricing
e. all the above are forms of satisfaction-based pricing
A consumer’s price sensitivity will increase as: a. the perceived number of substitutes
increase
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 decreases
Banking personnel would be considered: a. type 1 staff
b. type 2 staff
c. type 3 staff
d. type 4 staff
e. the answer would vary depending on their job in the bank
The most popular definition of customer satisfaction/dissatisfaction is based on: a. the
SERVQUAL Model
b. the Servuction Model
c. the Scale of Market Entities
d. the Expectancy Disconfirmation Model
e. Technical Assistance Research Program (TARP)
Pregnant military personnel were originally permitted to wear civilian clothing when
pregnant in lieu of their traditional military uniforms. After implementing this policy,
the military observed: a. grateful personnel who could now wear their own clothes
b. jealousy from other personnel who were required to wear uniforms
c. a wide array of dress styles on base
d. personnel who were upset because they now had to worry about what to wear
everyday
e. discipline and morale problems because these personnel had begun to lose their
identification with their roles as soldiers.
Which of the following is NOT an element of the physical evidence for the Hapke
Dance Studio? a. its parquet dance floor
b. its ad in the Lexington Herald
c. how experienced its dance instructors are
d. its Website
e. a brochure describing its dance lessons and its various payment plans
It is generally accepted that the _______ includes the ‘soft parts” of the economy
consisting of nine industry supersectors.
a. service economy
b. industrial economy
c. agricultural economy
d. information economy
e. goods economy
The emotional state that reflects feelings of control and the ability to act freely within
the service environment is referred to as: a. pleasure-displeasure
b. arousal-nonarousal
c. approach-avoidance
d. dominance-submissiveness
e. cognitive-physiological
The mental energy spent by customers to acquire service is referred to as _____. a.
image costs
b. monetary price
c. energy costs
d. psychic costs
e. time costs
Where is the bottleneck located in this example? a. Counter A
b. Counter B
c. Counter C
d. Counter D
e. Counter E
All of the following are reasons customers do not complain except for: a. complaining
provides an emotional release from frustration
b. they accept part of the blame since they are directly involved in the process
c. they don’t know who to complain to
d. they don’t want to create a confrontation
e. they feel they lack the expertise to make an objective observation
Which of the following statements pertaining to the SERVQUAL scale is
correct? a. SERVQUAL compares perceptions to what customers would normally
expect.
b. SERVQUAL is a 22-item scale
c. SERVQUAL consists of four service quality dimensions
d. SERVQUAL compares perceptions to what a customer should expect from a
firm the delivers high-quality services.
e. All the above statements are incorrect
_________ is an attitude formed by a long-term, overall evaluation of a firm’s
performance. a. customer satisfaction
b. negative disconfirmation
c. positive disconfirmation
d. service quality
e. customer retention
Doctors’ offices frequently stage their patients by asking patients to move from the
formal waiting area to an examination room. This strategy helps minimize effects of
which of the following “principles of waiting?”
a. preprocess waits feel longer than in process waits
b. solo waits feel longer than group waits
c. unfair waits are longer the equitable waits
d. anxiety makes the wait seem longer
e. uncertain waits are longer than known, finite waits