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Exam 13: Designing and Managing Services

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Question 71

True/False

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Intangibility with regards to a service means that the service cannot be duplicated across providers.

A) True
B) False

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Question 72

Multiple Choice

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

A) air travel
B) physiotheraphy
C) baby oil
D) a laptop
E) a restaurant meal

F) D) and E)
G) A) and B)

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Question 73

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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 ________.

Retail chain REB wants to find out how its customers perceive its services and what it can do to improve these.What methods can the company use to discover this?

When customers calculate the perceived economic benefits of a continuously provided service in relationship to the economic costs,they are gauging the ________.

Services high in ________ have characteristics that the buyers can evaluate before purchase.

A flight with complementary drinks is an example of a ________.

Some Apac Cleaning customers have long-term contracts for full-service cleaning,while others call the company as and when they require a particular service.The long-term customers have their queries handled by the company's customer service representative.The rest of its customers are directed towards voice messages when they want their inquiries to be processed.What strategy is the company adopting to achieve marketing excellence?

The customer service representatives at G.K.'s customer service center must know as much about the products as possible,so that they can help the customers solve their difficulties without sounding hesitant or unsure of themselves.Which of the following determinants of service quality are they being asked to demonstrate?

The experience qualities of a good or service can be evaluated after purchase.

Josh gets his bike serviced at Dean's Garage even though there's another garage much closer to home.He prefers Dean's because the work is usually done quickly and the staff try to solve the issues with the bike as soon as possible.Dean's Garage excels at which of the following five determinants of service quality?

The Caesar Park Hotel generally caters to business customers during the week,but has now decided to promote mini vacation weekends for non-business customers as well.What is the Caesar Park Hotel trying to do?

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

Customers who view a service as homogeneous ________.

A catering company ordered a number of portable stoves for its operations.The portable stove supplier not only set up the stoves but also provided training to the people who needed to use it.It also let the catering company know that it would be undertaking the maintenance and repair services for the stoves.What kind of a service is the supplier providing?

________ describes the employees' skill in serving the client.

When sellers agree to provide free maintenance and repair services for a specified period of time at a specified contract price,they are offering ________.

________ describes the normal work of preparing,pricing,distributing,and promoting the service to customers.

When a theater sells matinee movie tickets at low prices,it aims to shift some demand from the peak to the off-peak period.What is the strategy that the theater is said to be adopting?

To which of the following categories of services does a mobile phone belong?