Effective boundary spanners enhance the __________ of services. a. product value
b. service value
c. image value
d. time value
e. personnel value
When changing dentists, the patient was required to pay for a new set of X-rays.
This type of switching costs is referred to as: a. performance costs
b. loyal customer discounts
c. emotional costs
d. cognitive costs
e. transaction costs
During a service recovery effort, the employee was very empathetic to the customer’s
plight and agreed to replace the defective product. However, it took three months for
the replacement product to show up which was much later than the customer had
anticipated. As a result, the recovery effort violated the customer’s ___________ justice
need. a. social
b. procedural
c. interactional
d. distributive
e. ethical
When forming customer expectations, price acts as a: a. enduring service intensifier
b. transitory service intensifier
c. explicit service promise
d. implicit service promise
e. situational factor
The Services Triangle framework visually depicts how many key relationships that
comprise the market-focused management approach? a. 2
b. 3
c. 4
d. 5
e. 6
The positioning strategy that increases divergence so that the operation can tailor the
service experience to each customer is referred to as: a. niche positioning strategy
b. volume-oriented positioning strategy
c. specialization positioning strategy
d. penetration strategy
e. market diversification strategy
The component of the Servuction Model over which most service firms have the least
control is: a. servicescape
b. organization and systems
c. other customers
d. contact personnel
e. service providers
Deeds, efforts and performances define: a. products
b. ideas
c. services
d. goods
e. places
Using a linear compensatory approach and the information below, which car
rental firm should be selected:
a. Avis
b. Hertz
c. Budget
d. Alamo
e. each customer’s choice will differ based on their gut-level feelings.
Excellent companies will perform the service right the first timeis a typical
statement within the __________ dimension of the SERVQUAL scale. a. tangibles
b. empathy
c. responsiveness
d. assurance
e. reliability
Which of the following statements about the pricing of services (compared to the
pricing of goods) is false? 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 more difficult for service consumers.
d. Self-service is a viable competitive alternative.
e. Consumers are less able to stockpile services by taking advantage of discount prices.
__________ stresses cost containment and cost reduction through mass
production a. marketing logic
b. finance logic
c. accounting logic
d. operations logic
e. human resources logic
In the extreme case the role conflict and ambiguity can lead to act of _____. a. service
runaround
b. subordinate service
c. service conflict
d. service sabotage
e. service environment
Initially, bank tellers were uncomfortable with their new task of selling services to
customers. They viewed themselves as bank tellers and not salespersons. This is an
example of which type of conflict? a. person/role conflict
b. channel conflict
c. organization/client conflict
d. interclient conflict
e. all the above are sources of conflict