Question 1

The ________ rates the various elements of the service bundle and identifies required actions.

Accepted Answer

A)   company performance analysis
B)   voice of customer measurement
C)   customer factor measurement
D)   importance-performance analysis
E)   customer importance analysisF) None of the above
G) C) and D)

Question 2

Customers today want separate prices for each service element and they also want the right to select the elements they want. The customers are said to be pressing for ________.

Accepted Answer

A)   complementary services
B)   perishable services
C)   variable services
D)   unbundled services
E)   shared servicesF) A) and B)
G) A) and C)

Question 3

________ describes the employees' skill in serving the client.

Accepted Answer

A)   External marketing
B)   Internal marketing
C)   Promotional marketing
D)   Direct marketing
E)   Interactive marketingF) C) and D)
G) A) and E)

Question 4

________ refer(s) to logos, symbols, characters, and slogans that service providers use in order to make the service and its key benefits more tangible.

Accepted Answer

A)   Brand engagement
B)   Brand orientation
C)   Brand elements
D)   Brand loyalty
E)   Brand equityF) A) and D)
G) B) and E)

Question 5

Service companies try to demonstrate their service qualities through physical evidence and presentation.

Accepted Answer

A) True 
 B)False

Question 6

BRZ Shoes positions itself as a young, adventurous brand. Its logo and brand communication try to give consumers a feeling of excitement and bravery. These ads appeal to the ________ dimension of brand experience.

Accepted Answer

A)   sensory
B)   affective
C)   behavioral
D)   intellectual
E)   socialF) B) and C)
G) A) and B)

Question 7

Walmart has decided to hire extra clerks during the holiday season. It is said to be ________.

Accepted Answer

A)   matching its supply with the existing demand
B)   generating non-peak demand
C)   increasing its customer participation
D)   sharing its services
E)   facilitating for its future expansionF) B) and D)
G) A) and E)

Question 8

A pure service requires a capital-intensive good, but the primary item is a service.

Accepted Answer

A) True 
 B)False

Question 9

The most important determinant of service quality is ________ which refers to the ability to perform the promised service dependably and accurately.

Accepted Answer

A)   empathy
B)   assurance
C)   responsiveness
D)   reliability
E)   tangiblesF) B) and E)
G) C) and E)

Question 10

Services high in ________ qualities have characteristics that the buyer can evaluate after purchase.

Accepted Answer

A)   privacy
B)   experience
C)   credence
D)   search
E)   stockF) A) and B)
G) A) and E)

Question 11

What the customer expects from a service is called the primary service package.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following is an example of a pure service?

Accepted Answer

A)   air travel
B)   psychotherapy
C)   baby oil
D)   a laptop
E)   a restaurant mealF) C) and D)
G) A) and C)

Question 13

The ________ determinant of service quality refers to the knowledge and courtesy of employees and their ability to convey trust and confidence in the service they provide.

Accepted Answer

A)   conscientious
B)   assurance
C)   empathy
D)   reliability
E)   responsivenessF) None of the above
G) A) and B)

Question 14

According to the dynamic process model, two different types of expectations have opposite effects on perceptions of service quality. One of these is that ________.

Accepted Answer

A)   increasing customer expectations of what the firm will deliver improve the perceptions of overall service quality
B)   increasing customer expectations of what the firm will deliver decrease the perceptions of overall service quality
C)   decreasing customer expectations of what the firm should deliver decrease the perceptions of overall service quality
D)   decreasing customer expectations of what the firm will deliver improve the perceptions of overall service quality
E)   increasing customer expectations of what the firm should deliver improve the perceptions of overall service qualityF) C) and E)
G) None of the above

Question 15

A cosmetics store sees to it that customers who walk in are assisted by store personnel. These personnel are trained to ask customers questions, find out what they want, and make suggestions accordingly. Which of the five determinants of service quality is reflected here?

Accepted Answer

The determinant of service qua...

Question 16

MGC Inc. organizes a company-wide picnic once a year. The organizers arranged for the best possible menu thinking that food would be a priority, but the staff were disappointed because the activities were very poorly planned. What kind of a gap is apparent here?

Accepted Answer

A)   gap between perceived service and expected service
B)   gap between service delivery and external communications
C)   gap between service-quality specifications and service delivery
D)   gap between management perception and service-quality specification
E)   gap between consumer expectation and management perceptionF) D) and E)
G) B) and C)

Question 17

If the expected service falls below the perceived service, customers are disappointed.

Accepted Answer

A) True 
 B)False

Question 18

Belling Hotels provides complimentary breakfast buffets to all its guests. This is an example of a ________.

Accepted Answer

A)   primary service package
B)   service interface
C)   service support
D)   service frequency
E)   secondary service featureF) A) and B)
G) A) and C)

Question 19

Leo's manager has asked him and his teammates to demonstrate caring towards customers. They are instructed to learn the customers' names, and use the customers' names while interacting with them. Repeat customers should get special attention, and the team members should remember their preferences and habits. The manager is asking the team to be ________.

Accepted Answer

A)   assuring
B)   candid
C)   empathetic
D)   reliable
E)   responsiveF) A) and B)
G) C) and D)

Question 20

A service results in ownership on the part of the client.

Accepted Answer

A) True 
 B)False

Exam 13: Designing and Managing Services

If the expected service falls below the perceived service, customers are disappointed.

Correct Answer
verified

BRZ Shoes positions itself as a young, adventurous brand. Its logo and brand communication try to give consumers a feeling of excitement and bravery. These ads appeal to the ________ dimension of brand experience.

Correct Answer
verified

Services high in ________ qualities have characteristics that the buyer can evaluate after purchase.

Correct Answer
verified

According to the dynamic process model, two different types of expectations have opposite effects on perceptions of service quality. One of these is that ________.

Correct Answer
verified

The most important determinant of service quality is ________ which refers to the ability to perform the promised service dependably and accurately.

Correct Answer
verified

What the customer expects from a service is called the primary service package.

Correct Answer
verified

________ refer(s) to logos, symbols, characters, and slogans that service providers use in order to make the service and its key benefits more tangible.

Correct Answer
verified

A service results in ownership on the part of the client.

Correct Answer
verified

________ describes the employees' skill in serving the client.

Correct Answer
verified

A cosmetics store sees to it that customers who walk in are assisted by store personnel. These personnel are trained to ask customers questions, find out what they want, and make suggestions accordingly. Which of the five determinants of service quality is reflected here?

Correct Answer
verified
The determinant of service qua...
View Answer

The ________ determinant of service quality refers to the knowledge and courtesy of employees and their ability to convey trust and confidence in the service they provide.

Correct Answer
verified

Walmart has decided to hire extra clerks during the holiday season. It is said to be ________.

Correct Answer
verified

A pure service requires a capital-intensive good, but the primary item is a service.

Correct Answer
verified

The ________ rates the various elements of the service bundle and identifies required actions.

Correct Answer
verified

Customers today want separate prices for each service element and they also want the right to select the elements they want. The customers are said to be pressing for ________.

Correct Answer
verified

Belling Hotels provides complimentary breakfast buffets to all its guests. This is an example of a ________.

Correct Answer
verified

Correct Answer
verified

Service companies try to demonstrate their service qualities through physical evidence and presentation.

Correct Answer
verified

Which of the following is an example of a pure service?

Correct Answer
verified

MGC Inc. organizes a company-wide picnic once a year. The organizers arranged for the best possible menu thinking that food would be a priority, but the staff were disappointed because the activities were very poorly planned. What kind of a gap is apparent here?

Correct Answer
verified

Exam 13: Designing and Managing Services

If the expected service falls below the perceived service, customers are disappointed.

Correct AnswerverifiedShow Answer

BRZ Shoes positions itself as a young, adventurous brand. Its logo and brand communication try to give consumers a feeling of excitement and bravery. These ads appeal to the ________ dimension of brand experience.

Correct AnswerverifiedShow Answer

Services high in ________ qualities have characteristics that the buyer can evaluate after purchase.

Correct AnswerverifiedShow Answer

According to the dynamic process model, two different types of expectations have opposite effects on perceptions of service quality. One of these is that ________.

Correct AnswerverifiedShow Answer

The most important determinant of service quality is ________ which refers to the ability to perform the promised service dependably and accurately.

Correct AnswerverifiedShow Answer

What the customer expects from a service is called the primary service package.

Correct AnswerverifiedShow Answer

________ refer(s) to logos, symbols, characters, and slogans that service providers use in order to make the service and its key benefits more tangible.

Correct AnswerverifiedShow Answer

A service results in ownership on the part of the client.

Correct AnswerverifiedShow Answer

________ describes the employees' skill in serving the client.

Correct AnswerverifiedShow Answer

A cosmetics store sees to it that customers who walk in are assisted by store personnel. These personnel are trained to ask customers questions, find out what they want, and make suggestions accordingly. Which of the five determinants of service quality is reflected here?

Correct AnswerverifiedThe determinant of service qua...View AnswerShow Answer

The ________ determinant of service quality refers to the knowledge and courtesy of employees and their ability to convey trust and confidence in the service they provide.

Correct AnswerverifiedShow Answer

Walmart has decided to hire extra clerks during the holiday season. It is said to be ________.

Correct AnswerverifiedShow Answer

A pure service requires a capital-intensive good, but the primary item is a service.

Correct AnswerverifiedShow Answer

The ________ rates the various elements of the service bundle and identifies required actions.

Correct AnswerverifiedShow Answer

Customers today want separate prices for each service element and they also want the right to select the elements they want. The customers are said to be pressing for ________.

Correct AnswerverifiedShow Answer

Belling Hotels provides complimentary breakfast buffets to all its guests. This is an example of a ________.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Service companies try to demonstrate their service qualities through physical evidence and presentation.

Correct AnswerverifiedShow Answer

Which of the following is an example of a pure service?

Correct AnswerverifiedShow Answer

MGC Inc. organizes a company-wide picnic once a year. The organizers arranged for the best possible menu thinking that food would be a priority, but the staff were disappointed because the activities were very poorly planned. What kind of a gap is apparent here?

Correct AnswerverifiedShow Answer

Correct Answer
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Correct Answer
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Correct Answer
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verified
The determinant of service qua...
View Answer

Correct Answer
verified

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Correct Answer
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