Question 1

The customers at Marielle's coffee shop want to grab a quick cup of coffee before boarding the commuter train into the city.The sign in the window promises "Quick,In-and-Out Service," and usually Marielle's keeps that promise.But one morning,customers were frustrated when the staff behind the counter showed more interest in gossiping about their social lives than in waiting on customers.Marielle's shop is suffering from a

Accepted Answer

A)   knowledge gap.
B)   standards gap.
C)   social expectations gap.
D)   delivery gap.
E)   communications gap.F) A) and D)
G) A) and C)

Question 2

Because services like airline flights and hotel beds are _________,many marketers attempt to match demand with supply using pricing strategies.

Accepted Answer

A)   intangible
B)   inseparable
C)   variable
D)   perishable
E)   accountableF) C) and D)
G) B) and C)

Question 3

Procedural fairness pertains to a customer's perception of the benefits received compared to the costs of the inconvenience or loss.

Accepted Answer

A) True 
 B)False

Question 4

When confronted with an angry and emotional customer,the best first step toward service recovery is to

Accepted Answer

A)   call security in case it is necessary to escort the person from the building.
B)   match the person's voice in intensity and volume to gain control of the confrontation.
C)   gently but firms tell the person you will not tolerate being addressed in that tone of voice and turn away until he or she calms down.
D)   listen carefully and with empathy until the customer feels he or she has been heard.
E)   ask a coworker to take over handling the complaint to get a neutral perspective.F) B) and D)
G) B) and E)

Question 5

Colin has been directed by his boss to determine if their company is meeting customers' service quality expectations.One of Colin's problems is that services are __________,making measurement of service quality difficult.

Accepted Answer

A)   quantifiable
B)   substantial
C)   unequally distributed
D)   intangible
E)   inconsequential to customersF) A) and B)
G) A) and C)

Question 6

The old cliché,"Service with a smile," recognizes the fact that

Accepted Answer

A)   service providers need to be pleasant even if the customer is not.
B)   smiling is contagious.
C)   service providers should smile and not think.
D)   life is too short to be ugly.
E)   services are perishable but a smile is forever.F) B) and E)
G) A) and E)

Question 7

What is the problem associated with service quality standards such as "be nice" or "do what the customers want"?

Accepted Answer

A)   They create low expectations.
B)   They are not specific.
C)   They do not allow for the voice-of-customer process.
D)   Most employees are unwilling to do what customers want.
E)   They create a delivery gap.F) D) and E)
G) B) and C)

Question 8

By providing good customer service,firms __________ their products or services.

Accepted Answer

A)   eliminate the communication gap for
B)   add value to
C)   reduce the zone of tolerance for
D)   reduce the empowerment cost associated with
E)   increase the perishability ofF) A) and E)
G) B) and C)

Question 9

Today,almost every sales rep can immediately check the company's inventory and production scheduling electronically.This allows sales reps to sell what is available and make promises to customers that they can keep.This technology has improved service delivery through

Accepted Answer

A)   access to a wide variety of services.
B)   greater control by customers over service delivery.
C)   increased zone of tolerance.
D)   greater ability to obtain information.
E)   saving customers time.F) None of the above
G) A) and C)

Question 10

How do airlines and hotels overcome the perishability of their services?

Accepted Answer

They use pricing to ...

Question 11

If there is a difference between the firm's perceptions of customers' expectations and the service standards the firm has set,a __________ gap exists.

Accepted Answer

A)   seniority
B)   knowledge
C)   standards
D)   delivery
E)   communicationF) None of the above
G) A) and B)

Question 12

When travelers are bumped from overbooked flights,they are frequently offered vouchers good for future travel.The dollar value of the voucher is the airline's estimate of

Accepted Answer

A)   perishable value.
B)   distributive fairness.
C)   empowerment.
D)   procedural justice.
E)   the size of the knowledge gap.F) A) and B)
G) A) and D)

Question 13

Monique was looking for a venue for her wedding reception.When she visited one potential location,she noticed that the landscaping was not complete,and there was stained carpet in the lobby.Which of the service quality building blocks caused Monique to select an alternative venue?

Accepted Answer

A)   tangibles
B)   reliability
C)   responsiveness
D)   assurance
E)   empathyF) A) and E)
G) C) and D)

Question 14

Because services are intangible,it is often difficult for customers to determine how a service meets their expectations,which marketers call

Accepted Answer

A)   service perceptions.
B)   service efforts.
C)   service quality.
D)   service aspirations.
E)   service feedback.F) B) and E)
G) B) and C)

Question 15

__________ refers to the perceived fairness of the process with which a firm handles customer complaints.

Accepted Answer

A)   Procedural fairness
B)   Intangible fairness
C)   Distributive fairness
D)   Service fairness
E)   Empowerment fairnessF) A) and C)
G) A) and B)

Question 16

The __________ gap can be reduced by managing consumers' expectations.

Accepted Answer

A)   knowledge
B)   communication
C)   delivery
D)   standards
E)   empowermentF) C) and E)
G) A) and D)

Question 17

In countries like the United States,services

Accepted Answer

A)   have almost all been replaced by technology.
B)   are a small portion of GDP relative to manufacturing.
C)   are replacing property taxes as a source of government revenue.
D)   will decrease in demand as the population ages.
E)   account for an increasing share of jobs.F) None of the above
G) B) and D)

Question 18

When __________ are authorized to make decisions to help their customers,service quality generally improves.

Accepted Answer

A)   consultants
B)   middle managers
C)   corporate executives
D)   production control managers
E)   frontline employeesF) B) and D)
G) A) and D)

Question 19

A(n) __________ gap exists when a firm knows what they need to do to meet customers' service expectations,but sometimes fails to do it.

Accepted Answer

A)   knowledge
B)   communication
C)   standards
D)   empowerment
E)   deliveryF) A) and B)
G) B) and D)

Question 20

Empowerment becomes more important when the service is

Accepted Answer

A)   institutionalized.
B)   repetitive.
C)   individualized.
D)   routine.
E)   standardized.F) A) and D)
G) B) and E)

Exam 13: Services: The Intangible Product

The __________ gap can be reduced by managing consumers' expectations.

Correct Answer
verified

When __________ are authorized to make decisions to help their customers,service quality generally improves.

Correct Answer
verified

By providing good customer service,firms __________ their products or services.

Correct Answer
verified

Because services like airline flights and hotel beds are _________,many marketers attempt to match demand with supply using pricing strategies.

Correct Answer
verified

Colin has been directed by his boss to determine if their company is meeting customers' service quality expectations.One of Colin's problems is that services are __________,making measurement of service quality difficult.

Correct Answer
verified

Because services are intangible,it is often difficult for customers to determine how a service meets their expectations,which marketers call

Correct Answer
verified

Correct Answer
verified

Today,almost every sales rep can immediately check the company's inventory and production scheduling electronically.This allows sales reps to sell what is available and make promises to customers that they can keep.This technology has improved service delivery through

Correct Answer
verified

Empowerment becomes more important when the service is

Correct Answer
verified

When confronted with an angry and emotional customer,the best first step toward service recovery is to

Correct Answer
verified

If there is a difference between the firm's perceptions of customers' expectations and the service standards the firm has set,a __________ gap exists.

Correct Answer
verified

How do airlines and hotels overcome the perishability of their services?

Correct Answer
verified
They use pricing to ...
View Answer

In countries like the United States,services

Correct Answer
verified

__________ refers to the perceived fairness of the process with which a firm handles customer complaints.

Correct Answer
verified

Monique was looking for a venue for her wedding reception.When she visited one potential location,she noticed that the landscaping was not complete,and there was stained carpet in the lobby.Which of the service quality building blocks caused Monique to select an alternative venue?

Correct Answer
verified

When travelers are bumped from overbooked flights,they are frequently offered vouchers good for future travel.The dollar value of the voucher is the airline's estimate of

Correct Answer
verified

The old cliché,"Service with a smile," recognizes the fact that

Correct Answer
verified

What is the problem associated with service quality standards such as "be nice" or "do what the customers want"?

Correct Answer
verified

A(n) __________ gap exists when a firm knows what they need to do to meet customers' service expectations,but sometimes fails to do it.

Correct Answer
verified

Procedural fairness pertains to a customer's perception of the benefits received compared to the costs of the inconvenience or loss.

Correct Answer
verified

Exam 13: Services: The Intangible Product

The __________ gap can be reduced by managing consumers' expectations.

Correct AnswerverifiedShow Answer

When __________ are authorized to make decisions to help their customers,service quality generally improves.

Correct AnswerverifiedShow Answer

By providing good customer service,firms __________ their products or services.

Correct AnswerverifiedShow Answer

Because services like airline flights and hotel beds are _________,many marketers attempt to match demand with supply using pricing strategies.

Correct AnswerverifiedShow Answer

Colin has been directed by his boss to determine if their company is meeting customers' service quality expectations.One of Colin's problems is that services are __________,making measurement of service quality difficult.

Correct AnswerverifiedShow Answer

Because services are intangible,it is often difficult for customers to determine how a service meets their expectations,which marketers call

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Today,almost every sales rep can immediately check the company's inventory and production scheduling electronically.This allows sales reps to sell what is available and make promises to customers that they can keep.This technology has improved service delivery through

Correct AnswerverifiedShow Answer

Empowerment becomes more important when the service is

Correct AnswerverifiedShow Answer

When confronted with an angry and emotional customer,the best first step toward service recovery is to

Correct AnswerverifiedShow Answer

If there is a difference between the firm's perceptions of customers' expectations and the service standards the firm has set,a __________ gap exists.

Correct AnswerverifiedShow Answer

How do airlines and hotels overcome the perishability of their services?

Correct AnswerverifiedThey use pricing to ...View AnswerShow Answer

In countries like the United States,services

Correct AnswerverifiedShow Answer

__________ refers to the perceived fairness of the process with which a firm handles customer complaints.

Correct AnswerverifiedShow Answer

Monique was looking for a venue for her wedding reception.When she visited one potential location,she noticed that the landscaping was not complete,and there was stained carpet in the lobby.Which of the service quality building blocks caused Monique to select an alternative venue?

Correct AnswerverifiedShow Answer

When travelers are bumped from overbooked flights,they are frequently offered vouchers good for future travel.The dollar value of the voucher is the airline's estimate of

Correct AnswerverifiedShow Answer

The old cliché,"Service with a smile," recognizes the fact that

Correct AnswerverifiedShow Answer

What is the problem associated with service quality standards such as "be nice" or "do what the customers want"?

Correct AnswerverifiedShow Answer

A(n) __________ gap exists when a firm knows what they need to do to meet customers' service expectations,but sometimes fails to do it.

Correct AnswerverifiedShow Answer

Procedural fairness pertains to a customer's perception of the benefits received compared to the costs of the inconvenience or loss.

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
They use pricing to ...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified