__________ is the study of the use of physical evidence to create service environments
and its influence on the perceptions and behaviors of individuals. a. ergonomics
b. environmental psychology
c. physics
d. physical sociology
e. environmental anthropology
Services are characterized by all of the following characteristics except for:
a. intangibility
b. homogeneity
c. perishability
d. inseparability
e. heterogeneity
_______ is our participation in the production process, which needs to be managed by a
service firm. a. Consumer performance
b. Marketing performance
c. Service performance
d. Operational performance
e. None of the above
Which of the following statements regarding customer satisfaction is incorrect? a. bad
news is communicated to more people than good news
b. complainers are more likely to do business with you again than noncomplainers
c. the average business does not hear from 80 percent of its unhappy customers
d. for every complaint received, 26 customers actually have problems
e. 95 percent of customers who have their complaints resolved quickly will continue
to conduct business with the firm
The three primary visual stimuli that appeal to consumers on a basic level are: a.
harmony, contrast, and clash
b. size, shape, and color
c. blue, yellow, and green
d. red, blue, and green
e. violet, blue, and red
How can a service firm meet expectations for an expert consumer performer?
a. Provide them an expected script
b. Through attribution
c. Give them control
d. Provide self-service
e. Audit the expert consumer
__________ reflects an emotional attachment as well as a business attachment to the
service firm. a. customer retention
b. frequency marketing
c. aftermarketing
d. relationship marketing
e. customer loyalty
Which of the following is not one of the reasons that fueled the growth of the 1970’s
consumerism movement? a. skyrocketing inflation
b. automation
c. deregulation
d. more informed consumers
e. surplus labor
Attributes such as price, fit, and feel are called: a. experience
b. credence
c. clearwater
d. revival
e. search
The principles of moral conduct that guide behavior in the business world is called:
a. business ethics
b. ethics
c. ethical vigilance
d. service ethics
e. all of the above