Exam 14: Designing and Managing Services

Angela switched to a new hair stylist after getting a bad haircut from her previous stylist. This is an example of which of the following factors leading to customer switching behavior?

Based on the service-quality model, researchers have identified five determinants of service quality. List and briefly explain each.

The answer to the question "was the surgery successful?" represents the technical quality aspect of interactive marketing, one of the three broad areas of service excellence.

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

A brand that is action-oriented and causes consumers to engage in physical actions appeals to the ________ dimension of brand experience.

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 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?

Dean recently had a BRZ broadband connection installed. However, the connection was poor and he didn't get the quality he required. He contacted BRZ about the problem, but the company did not solve his problem. Dean switched to Blue Broadband. Which of the following was the cause of Dean's switching behavior?

Which of the following is an example of a gap between management perception and the service-quality specifications?

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

Give an example of a pure service provided by a company.

Provide four examples of companies that used solutions to service failures.

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?

Marketing excellence with services requires excellence in three broad areas. List and explain the three areas.

The highest-ranking companies in a 2013 Forrester study of services that meet customer needs and were easy and enjoyable to do business with included Marshalls, TJ Maxx, JCPenney, and Marriott Hotels & Resorts.

Unlike physical products, services cannot be seen, tasted, felt, heard, or smelled before they are bought. This is known as the ________ aspect of services.

Charles Schwab's best customers are instantly directed to customer service representatives, while other customers have to wait longer. Charles Schwab is trying to ________.

Traditionally, customers have had three specific worries about product service. What are they?

Often, a service problem arises from a customer's lack of understanding or ineptitude. Which of the following can help to minimize customer failures?

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

________ marketing describes the employees' skill in serving the client.