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During the days following Hurricane Katrina, telephone and Internet service was poor
across a wide area because so many people were trying to get in touch with friends and
relatives. Customers of these services soon realized that they should not expect the level
of service they were accustomed to prior to the hurricane. These customers were quite
forgiving during this time because they recognized that service performance was being
affected by:
A. Predicted service
B. Uncontrollable situational factors
C. Personal situational factors
D. Derived service expectations
E. Implicit service promises
The first step in developing an effective physical evidence strategy is to:
A. Map the physical evidence of the service
B. Assess and identify physical evidence opportunities
C. Clarify roles of the servicescape
D. Recognize the strategic impact of physical evidence
E. Update and modernize the physical evidence
All of the following are important criteria for creation of appropriate service standards
EXCEPT:
A. The standards should be based on behaviors and actions that are very important to
customers
B. The standards should cover performance that needs to be improved or maintained
C. The standards should be understood and accepted by employees
D. The standards should be reactive rather than predictive
E. The standards should be challenging, but realistic
Based on the Framework for Understanding Physical Environment-User Relationships,
browsing in a retail store is a(n):
A. Internal response moderator
B. Individual behavior
C. Cognitive response
D. Servicescape dimension
E. Internal response
Nine months after the terrorists' attacks on the World Trade Center and the Pentagon,
maternity hospitals were filled to capacity as people who had been waiting for the right
time to have children decided that there was no time like the present. The maternity
hospitals experienced a(n):
A. Random demand fluctuation
B. Relative demand shift
C. Predictable demand cycle
D. Vertical demand configuration
E. Organized demand pattern
When the customers of Granite Rock expressed their desire for 24-hour availability of
ground rock products from the quarry, the company responded by creating an ATM-like
system and the Granite Xpress Card that allows customers to enter the quarry and select
and receive ground rock products at any time of the day or night. Granite Rock
addressed customer requests with a(n):
A. Compliant standard
B. Concrete substitution
C. Internal anchor
D. One-time fix
E. Quick solution
_____ standards are operations standards set by a service firm to correspond to
customer expectations.
A. Company-driven
B. Competitor-driven
C. Contact employee-driven
D. Customer-driven
E. Management-defined
Ambient conditions will have the least effect on customer behavior in which of the
following servicescapes?
A. A bakery shop
B. An air-conditioned hotel on a hot July day
C. An open five-story parking garage
D. Bookstore with an in-store coffee cart
E. A movie theater
