Which of the following products is an example of intangible dominant? a. Outback
steakhouse
b. car rental agency
c. a funeral
d. a magazine subscription
e. math tutoring
Which of the following statements pertaining to the location of the firm is false? a.
Location decisions should consider the amount of customer involvement necessary to
provide the service.
b. Low contact firms should consider moving sites that are closer to sources of supply,
transportation and labor.
c. The actual location of high-contact services should be a close to the street as possible.
d. Parking should be considered when making site selection decisions
e. The firm’s facility should be compatible with its surrounding environment.
Which of the following is not an element of a service firm’s communication mix? a.
personal selling
b. sales promotion
c. positioning strategy
d. advertising
e. publicity and public relations
Which of the following is not an advantage of standardized services?
a. less expensive
b. meets the customer’s exact needs
c. delivered faster
d. more consistent
e. all the above are advantages of standardized services.
Which of the following is not a reason customers complain? a. emotional release from
frustration
b. to regain some control by spreading negative word-of-mouth
c. to solicit sympathy
d. to create the impression of being more intelligent
e. service customers tend to feel comfortable about evaluating services and
are not afraid to voice their opinions.
Which of the following is not a benefit associated with empowerment? a. quicker
response to customer needs
b. quicker response to dissatisfied customers
c. employees feel better about their jobs and themselves
d. employees interact with customers with more enthusiasm
e. all the above are advantages of empowerment
The unique service characteristic that reflects the interconnection between the
service firm and its customer is called: a. intangibility
b. inseparability
c. homogeneity
d. perishability
e. heterogeneity
Applying the performance logic would suggest how many key tasks for management?
a. 4
b. 5
c. 6
d. 7
e. 8
Boundary-spanning personnel typically experience different sources of conflict
while performing their roles. Which of the following is not one of the sources? a.
person/role conflict
b. channel conflict
c. organization/client conflict
d. interclient conflict
e. all the above are sources of boundary spanning conflict
Which of the following is a boundary spanner?
a. college professors
b. Kohl’s customer service representatives
c. McDonald’s order takers
d. restaurant servers
e. all of the above
A useful metaphor for the service encounter is that of a:
a. Theatrical drama
b. Medical practice
c. College admissions
d. Amusement park
e. None of the above
Which of the following senses conveys more information than any of the others? a.
sight
b. sound
c. scent
d. touch
e. taste
The strategy that resorts to triage when the demands placed on the system by the
environment exceed its ability to handle them is referred to as: a. buffering
b. smoothing
c. anticipating
d. rationing
e. allocating
Ambient conditions will have the least effect on customer behavior in which of the
following services capes? 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
The pricing strategy that enhances the firm’s relationship with its targeted consumers
and is a form of relationship pricing is: a. activity-based costing
b. price bundling
c. benefit-driven pricing
d. flat-rate pricing
e. efficiency pricing
The pricing strategy that charges customers for services actually used as opposed to
overall “membership” fees is: a. relationship pricing
b. price bundling
c. benefit-driven pricing
d. flat-rate pricing
e. efficiency pricing