Which of the following tests of reward effectiveness reflects the notion that rewards
should be large enough for employees to take notice? a. availability
b. flexibility
c. timeliness
d. durability
e. contingent
According to the text, which of the following is not an advantage of requiring
employees to wear uniforms? a. identifies the firm’s personnel
b. assists in controlling deviant members
c. provides price expectations to customers
d. implies a coherent group structure
e. provides a physical symbol that embodies the group’s ideals and attributes
The __________ model helps explain the effects of the service environment on
consumer behavior. a. Servuction model
b. scale of market entities
c. conceptual model of service quality
d. service blueprint
e. stimulus-organism-response
General Motors, the manufacturing giant’s, largest supplier is: a. Blue Cross-Blue
Shield Insurance
b. GMAC Financing
c. a parts supplier
d. a legal firm
e. a trucking company
Business commonly lose __________ percent of their customers each year. a. 5 to 10
b. 15 to 20
c. 25 to 30
d. 35 to 40
e. 45 to 50
A perishability-related strategy that increases the supply of service by forming a type of
co-op among service providers that permits co-op members to expand their supply of
services as a whole is referred to as:
a. co-op formation
b. capacity sharing
c. advance preparation for expansion
d. the utilization of third parties
e. creative management
__________ is a firm’s view toward planning its operations according to market
needs. a. marketing orientation
b. marketing functions
c. marketing department
d. marketing forecast
e. marketing tasks
Which of the following is not an indirect method of measuring customer satisfaction? a.
sales records
b. profit reports
c. registered complaints
d. the “Scale of 100 Approach”
e. all the above are indirect measures
One of the most common techniques used to analyze and manage
complex processes is: a. CAD analysis
b. blueprinting
c. sequencing
d. process analysis
e. decoupling
Empowerment approaches fall along a continuum that ranges from control-
oriented to involvement-oriented. Which of the following empowerment
approaches is the least involvement-oriented? a. job involvement
b. suggestion involvement
c. high involvement
d. enfranchisement
e. contingency involvement
The emotional states of pleasure-displeasure, arousal-nonarousal, and
dominance-submissiveness are types of __________. a. internal response moderators
b. the holistic environment
c. individual behaviors
d. social interactions
e. physical environmental dimensions
The world’s largest industry in the private sector and highest projected generator of jobs
is:
a. business services
b. the hospitality industry
c. health services
d. professional services
e. the food service industry
Which of the following is considered as part of the other service sector?
a. pet services
b. health care
c. dentists
d. physicians
e. engineers