Scripts are extremely useful to individuals. Individuals have a deep-set need for:
a. Performance
b. Control and predictability
c. Attribution
d. Satisfaction
e. Self service
What is novice and expert performance?
a. individual’s participation in the production process
b. spectrum of performance ability
c. how to be part of the production process
d. how not to be part of the production process
e. all of the above
Employee perceptions of one or more organizational strategic imperative is called
____________. a. empowerment
b. enfranchisement
c. service passion
d. climate
e. production-lining
The primary cost of producing a service is a. rent
b. overhead
c. cost of goods sold
d. labor
e. promotional expenses
The process through which an individual adapts and comes to appreciate the values,
norms, and required behavior patterns of an organization is called: a. a code of ethics
b. standards of conduct
c. employee socialization
d. rules for ethical conduct
e. conduct regulations
A complaining outcome in which the consumer takes action deliberately designed to
damage the physical operation or hurt future business is called? a. voice
b. retaliation
c. service recovery
d. exit
e. service recovery paradox
Which of the following businesses would be characterized as a pure service? a.
insurance
b. farming
c. mining
d. engineering
e. there is no such thing as a pure service
According to the text, the least loyal defector type are: a. price defectors
b. product defectors
c. service defectors
d. market defectors
e. technological defectors
The _____ is the last step in the consumer decision process. a. postpurchase stage
b. positioning stage
c. problem identification stage
d. prepurchase stage
e. consumption stage
Customer frustration resulting from receiving poor service is most similar to: a. image
costs
b. monetary price
c. energy costs
d. psychic costs
e. time costs
The use of interfunctional task forces and interfunctional transfers are an attempt
to change the organization’s culture through: a. systems
b. structure
c. people
d. rewards
e. culture-change initiatives
Which of the following gives the right clues about a service business where consumers
pick the best fit for their needs?
a. Self selection
b. Expert consumer
c. Novice consumer
d. Expected script
e. Self satisfaction
Which of the following statements about the pricing of services (compared to the
pricing of goods) is true? a. The demand for services tends to be more elastic than the
demand for goods.
b. Cost-oriented pricing is more difficult for services.
c. Comparing prices of competitors is less difficult for service consumers.
d. Self-service is not a viable competitive alternative.
e. Consumers are more able to stockpile services by taking advantage of discount
prices.
When forming customer expectations, the firm’s brochure acts as a: a. enduring service
intensifier
b. transitory service intensifier
c. explicit service promise
d. implicit service promise
e. situational factor
Paying close attention to whether one€s actions are right or wrong and why one is
behaving in that matter is referred to as:
a. business ethics
b. dichotomization of wealth
c. ethical vigilance
d. service ethics
e. materialism snobbery
Staff that predominantly fill an operations role are considered: a. type 1 staff
b. type 2 staff
c. type 3 staff
d. type 4 staff
e. type 5 staff
Which of the following could NOT be included in the airline molecular model?
a. long-term parking
b. financing arrangements
c. rental car availability
d. gate attendants
e. baggage handlers
One of the major factors driving customer expectations of desired service is: a.
predicted service
b. the customer’s personal service philosophies
c. adequate service
d. transitory service intensifiers
e. perceived service alternatives