Scripts differ from roles in that scripts are: a. extra-individual
b. inflexible
c. written
d. intra-individual
e. performed by both employees and customers
The new organizational model that focus on the components of the firm that facilitate
the firm’s service delivery system is referred to as: a. customer perceptions model
b. market-focused management model
c. industrial management model
d. market competencies model
e. attributes-focused management model
Which of the following is not a cost associated with empowerment? a. higher labor
costs
b. slower or inconsistent service delivery
c. decreased word-of-mouth advertising
d. giveaways and bad decisions
e. some customers think others receive preferential treatment
Which of the following sets of terms best describes a service? a. objects, devices, and
performances
b. effort, objects, and deeds
c. things, devices, and performances
d. objects, devices, and things
e. deeds, effort, and performances
Consumer responses to environmental stimuli are characterized by approach or
avoidance behaviors. Consumer approach behavior is defined as: a. a desire to stay
b. a desire to explore
c. a desire to communicate
d. feelings of satisfaction
e. all the above are approach behaviors
__________ is the level of service quality a customer believes is likely to
occur. a. desired service
b. predicted service
c. ideal service
d. adequate service
e. derived expectations
Switching costs generally associated with changing from one service provider to
another include all of the following except for: a. performance costs
b. loyal customer discounts
c. emotional costs
d. cognitive costs
e. search costs
According to the text, when competing firms begin to overpromise in order to
top one another, a __________ is likely to occur. a. knowledge gap
b. standards gap
c. delivery gap
d. communications gap
e. service gap
The postpurchase model which is based on the idea that in a service encounter,
customers and employees perform roles, and that satisfaction is a function of
role congruence-where actual behaviors are consistent with expected roles is
called: a. the dissonance model
b. the perceived-control model
c. the expectancy disconfirmation model
d. the script perspective
e. the Servuction model
Services that do not meet customer expectations are called:
a. service failures
b. critical incidents
c. Servuction failures
d. service recovery
e. instrumental complaints
Which of the following statements is false? a. Services cannot be touched or seen in the
same manner as goods.
b. Consumer judgments about services tend to be more subjective than
objective.
c. Services are first produced, then sold, then consumed.
d. Services tend to vary from one transaction to the next.
e. Services cannot be inventoried.
Strategies developed to minimize this “principle of waiting” have led to increased profit
opportunities for the firm.
a. preprocess waits feel longer than in process waits
b. unoccupied time feels longer than occupied time
c. unfair waits are longer the equitable waits
d. anxiety makes the wait seem longer
e. uncertain waits are longer than known, finite waits
According to the text, which one of the following is a type of perceived risk? a.
financial risk
b. performance risk
c. social risk
d. psychological risk
e. all of the above
Which subsector is the second largest employment industry, accounting for 13.3 million
jobs?
a. Educational services
b. Healthcare
c. Social assistance
d. Professional services
e. The food services
Which of the following is NOT a criticism of customer satisfaction research? a. focuses
on whether current needs are being met but fails to investigate customers’ future needs
b. focus on registered complaints
c. focus on global attributes and ignores operational elements
d. it often excludes the firm’s employees from the survey process
e. customer know what they want and it is the worst strategy to follow
The HR functions that together support the creation of a climate for service is referred
to as the: a. concept strategy
b. service HR wheel
c. marketing wheel
d. service operation strategy
e. none of the above
Although appropriate within the manufacturing sector, which one of the following
concepts does not work well within the service sector? a. implicit guarantees
b. defection management
c. zero defects model
d. zero defections model
e. conquest marketing
__________ combines with empowerment a compensation method that ties
pay to performance. a. double empowerment
b. straight salary
c. enfranchisement
d. quota systems
e. straight commission
With regards to service sector employment in the United States, which of the following
statements is FALSE? a. Between 2002 and 2012, 65% of all jobs were service jobs.
b. 79% of the U.S. labor force is employed in service sector jobs in the year 2009.
c. Between 2002 and 2012, 96% of all new jobs will be service jobs.
d. 30% of the U.S. labor force was employed in the service sector in the year 1900.
e. All the above statements are false.