Which of the following color combinations are all warm colors? a. red, blue, green
b. yellow, blue, violet
c. red, yellow, green
d. yellow, red, orange
e. orange, blue, green
What is the process time for Counter E? a. 10 seconds
b. 15 seconds
c. 20 seconds
d. 30 seconds
e. 60 seconds
Which of the following statements is not correct?
a. preprocess waits feel longer than in process waits
b. occupied time feels longer than unoccupied 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
Financial activities supersector consists of all the following except:
a. Finance
b. Insurance
c. Social assistance
d. Investments
e. Securities
__________ refers to the situation in which the customer rates performance
higher if a failure occurs and the contact personnel successfully recover from
it than if the service had been delivered correctly the first time. a. service recovery
paradox
b. service recovery
c. critical incident
d. moment of truth
e. the critical incident technique
Service firms often find themselves in a three-cornered fight between: a. engineering,
production, and accounting
b. marketing, finance, and human resources
c. operations, accounting, and marketing
d. human resources, marketing and operations
e. production, finance, and accounting
Situations where the service provider feels torn between the needs of the customer, the
organization, and the service provider’s own personal interest are referred to as: a.
cognitive moral development
b. conflict of interest
c. organizational relationships
d. structure conflict
e. relationship conflict
A consumer’s price sensitivity will decrease as: a. the perceived number of substitutes
increase
b. switching costs increase
c. the shared costs for the expenditure decreases
d. the perceived unique value of the service decreases
e. the customer’s ability to build an inventory increases
During the evaluation of alternatives stage, consumers sometime rely on their
“gut-level feelings.” This type of decision making is called: a. the lexicographic
approach
b. a systematic approach
c. a nonsystematic approach
d. the linear compensatory approach
e. the evoked set approach
The tasks in activity based costing are thought of as “users” of overhead and identified
as: a. fixed costs
b. cost drivers
c. variable costs
d. project costs
e. cost labor
Service staff that are required to deal with customers quick and effectively in “once
only” situations where large numbers of customers are present are called: a. type 1 staff
b. type 2 staff
c. type 3 staff
d. type 4 staff
e. type 5 staff
Which of the following tests of reward effectiveness reflects the notion that rewards
should be able to be given to anyone at anytime? a. availability
b. flexibility
c. timeliness
d. durability
e. perishability
Which of the following is not a component of a service firm’s physical evidence? a.
exterior design
b. landscaping
c. firm brochures
d. parking
e. all the above are components of a firm’s physical evidence
Which one of the following statements regarding customer satisfaction is correct? a. the
average business does not hear from 85 percent of its unhappy customers
b. for every complaint received, 9 or 10 people actually have the same problem
c. complainers are more likely to do business with you again than noncomplainers
d. the average person with a problem tells more than 20 people
e. customers who have their complaints resolved tell an average of 26 people
_______ results in firms that produce tangible products and overlook the service aspect
of their product. a. Services marketing
b. Marketing management
c. Services marketing myopia
d. Scale of market entities
e. Customer experience
According to the text, one of the advantages of requiring employees to wear uniforms is
that it reduces the customer’s perception of __________. a. intangibility
b. inseparability
c. heterogeneity
d. socialization
e. perishability
Which of the following is not a main service failure category discussed in the text? a.
unprompted and unsolicited employee actions
b. responses to customers implicit needs
c. pricing failures
d. core service failures
e. responses to explicit needs
The __________ is the difference between the service the firm promises to
deliver through its external communications and the service it actually delivers
to its customers. a. knowledge gap
b. standards gap
c. delivery gap
d. communications gap
e. service gap