Exam 13: Designing and Managing Services

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.

External marketing describes the training and motivation required by employees in order to properly serve the customers.

The zone of ________ is a range where a service dimension is deemed satisfactory,anchored by the minimum level consumers are willing to accept and the level they believe can and should be delivered.

Giant has decided to hire extra staff during the holiday season.It is said to be ________.

Soap is an example of a pure tangible good.

Cocktail lounges in restaurants are examples of ________.

Debbie's is a specialty bakery that sees a huge volume of orders during the holiday season.The owner knows that orders triple during the three-month period and the current staff cannot handle the volume.What supply strategy can Debbie's use to handle the demand?

Responsiveness is a company's willingness to help customers and provide prompt service.

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

List the eight different variables that influence service outcome and customer loyalty.

Josh travels often on business trips.He usually uses the services of the Sunshine Cab Company to take him to the airport and pick him up from the airport.Though the fares are usually higher than those of other private taxi companies,he prefers to use Sunshine cabs because they're always on time and have well-maintained cabs.Which determinant of service quality does this demonstrate?

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

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

Customers who view a service as fairly homogeneous care less about the provider than about the price.

Which of the following will help a service provider overcome the limits imposed by the inseparability of services?

Which of the following steps will help service firms to increase their quality control?

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

Value-augmenting services include installation,staff training,maintenance and repair services,and financing.

A product's purchase cost plus the discounted cost of maintenance and repair less the discounted salvage value is known as the product's activity cost.

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