The primary contribution of Babich’s customer satisfaction models is that it
stresses the importance of knowing __________. a. customer satisfaction ratings
b. supplier satisfaction ratings
c. employee satisfaction ratings
d. competitor satisfaction ratings
e. stock holder satisfaction ratings
__________ are customers who leave due to relocation. a. price defectors
b. product defectors
c. service defectors
d. market defectors
e. technological defectors
Service providers who deliver their services outside the firm’s physical facilities are
called: a. roaming salespeople
b. expanding service providers
c. boundary-spanning personnel
d. area coordinators
e. regional responders
Which of the following statements is not true? a. service purchases are perceived as
riskier than goods purchases
b. the participation of the consumer in the service process increases the
amount of perceived risk
c. the variability in services increases the perceived risk associated with the
purchase.
d. consumers of services have less prepurchase information versus goods
e. services are primarily characterized by search attributes
Which of the following is not a broad category in the service HR wheel? a. concept
strategy
b. rewards strategy
c. retention strategy
d. recruitment strategy
e. training strategy
Positive disconfirmation of consumer expectations occurs when: a. expectations meet
perceptions
b. expectations exceed perceptions
c. expectations are less than perceptions
d. perceptions are less than expectations
e. expectations meet or exceed perceptions
Which of the following is a major criticism of the SERVQUAL scale? a. short
questionnaire
b. validity of the five service quality dimensions
c. does not predict consumer purchase intention
d. contact personnel
e. none of the above
The manner in which “operational competitiveness” is embraced by various service
firms can be described by all the following stages except: a. available for service
b. marketing and operations
c. journeyman
d. distinctive competencies achieved
e. world-class service delivery
Which of the following strategy is not on the list regarding overcoming some of the
problems of service operations? a. isolating the technical core
b. production-lining the whole system
c. creating flexible capacity
d. increasing customer participation
e. maximizing the servuction system
Differentiation approaches such as delivery, installation, customer training, and repair
are forms of: a. product differentiation
b. personnel differentiation
c. image differentiation
d. service differentiation
e. satisfaction differentiation