Exam 14: Designing and Managing Services

Fingerpainted organizes art camps and craft activities for children. The company has noticed that demand is highest during summer vacations and drops during the year. What can Fingerpainted do to attract customers at other times of year?

Importance-performance analysis rates the various elements of the service bundle and identifies required actions.

When Johnson Controls reached beyond its climate control equipment and components business to manage integrated facilities by offering products and services that optimize energy use, it was said to be providing ________.

When Hayley had some problems with the applications on her cell phone, she gave her cell phone to the service center for a software update. The service center returned the phone to Hayley the next day, with the software update complete. Two days later, the service center called Hayley to enquire if the phone was functioning well. Which area of services marketing does this incident illustrate? Why is this important?

Which of the following will most help service providers overcome the limitation of intangibility of services when positioning itself?

All services require the client to be present.

A demand side strategy that can produce a better match between service demand and supply is differential pricing.

Regular maintenance and repair costs are known as ________ costs.

In which of the following does a customer respond to the technical quality of a service?

The customer service representatives at a call center have been asked to handle each call within five minutes. A recent customer survey by the company revealed that customers appreciate it when employees take the time to answer their questions fully and listen to their grievances. What kind of service gap is apparent here?

How has the explosion of videos online affected service firms?

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

Ellen came across an ad for a new restaurant that promised authentic French cuisine. When she ate there, however, she was disappointed to find that the food was mediocre and not very authentic. Which of the following gaps of service performance does this demonstrate?

Several strategies exist for managing the supply and demand of services. List the strategies for managing each and give an example of each strategy.

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

The payment equity for a service is a range from the minimum level of service consumers are willing to accept to the level they believe can and should be delivered.

Clients judge service not only by its technical quality but also by its functional quality.

In which of the following cases is a service provider trying to increase nonpeak demand?

A person who has a bad customer experience is more likely to talk about it, but someone who has a good experience will talk to more people.

When the recent recession hit, Zappos decided to stop offering complimentary overnight shipping to first-time buyers and offer it to repeat buyers only, which is an example of the ________ best practice of top service companies.