Of the four unique service characteristics that distinguish goods from services,
the one that is the primary source of the other three characteristics is: a. intangibility
b. inseparability
c. homogeneity
d. perishability
e. heterogeneity
Using a nonsystematic 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.
Tim is an insurance agent who works for a large insurance agency. Tim’s friend, who is
also his client, wants Tim to coach him on how to obtain a larger insurance settlement
than what he legitimately has coming to him. This type of ethical issue is called: a.
cognitive moral development
b. structure conflict
c. organizational relationships
d. conflict of interest
e. relationship conflict
Experts in the area of guarantees believe that guarantees are most effective for
professional service providers under which of the following conditions? a. prices are
high
b. the costs of a negative outcome are high
c. buyer resistance is high
d. brand recognition is difficult to achieve
e. all of the above
According to the text, the appropriate communication content during the introduction
stage of the product life cycle would be: a. informational
b. informational and persuasive
c. persuasive
d. persuasive and reminder
e. reminder
If an extra counter is added at the bottleneck location, how many customers can the
cafeteria process in an hour? a. 360
b. 120
c. 90
d. 240
e. 180
A specialization positioning strategy is accomplished by: a. increasing divergence
b. reducing divergence
c. increasing complexity
d. reducing complexity
e. unbundling the service
What is an approach for service firms trying to increase the share of consumers who are
expert performers?
a. Manage customer and service mix
b. Auditing consumer performance
c. Help consumers become experts
d. Self service technology
e. All of the above
Which of the following is not a component of a service quality information
system? a. mystery shopping
b. customer retention interviews
c. after-sale surveys
d. employee surveys
e. total market service quality surveys
Bill’s parents finally convinced him to get a haircut. Bill’s decision process was
prompted by a: a. physical cue
b. psychological cue
c. pressure cue
d. social cue
e. commercial cue
What type of control has the ability to control what is actually going on? a. Behavioral
control
b. Cognitive control
c. Service control
d. Perception of control
e. None of the above
The difference between management perceptions of customer expectations and and
standards specifying service to be delivered is called the:
a. knowledge gap b. standards gap c. delivery gap d. communications gap e. service gap
Multiattribute models are used most during which stage of the consumer
decision process. a. stimulus evaluation
b. problem awareness
c. information search
d. consumption stage
e. evaluation of alternatives
When pricing a service, the service provider should consider all of the following except
__________. a. demand considerations
b. cost considerations
c. customer considerations
d. product considerations
e. all the above should be considered
Service failures involving problematic customer include _____. a. uncooperative
customers
b. breaking company policies
c. drunkenness
d. verbal and physical abuse
e. all of the above
Greg’s flight on United Airlines from Chicago to San Francisco departed two hours late
because of a snowstorm in Chicago. The snowstorm that delayed Greg’s flight is a: a.
transitory service intensifier
b. self-perceived service role
c. predicted service intensifier
d. situational factor
e. personal needs
Costs such as direct labor and sales commissions are called: a. fixed costs
b. variable costs
c. average costs
d. marginal costs
e. future costs
Which supersector has consulting projected to be the fastest growing service and one of
the highest paid for the period of 2006-2016?
a. Transportations and Warehousing
b. Professional and Business Services
c. Wholesale and Retail Trade
d. Education and Health Services
e. Other Services
The zone of tolerance is defined by the difference between: a. predicted service and
perceived service
b. predicted service and desired service
c. desired service and adequate service
d. adequate service and perceived service
e. expected service and desired service