Exam 13: Designing and Managing Services

Management always correctly perceives what customers want.

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

Because a physical product does not exist,the ________ of the service provider are especially important.

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

Services must consider developing a brand hierarchy and brand portfolio that permits positioning and targeting of different market segments.

When Blue Man Group began,the three founders performed every show.In order to expand the concept and overcome the limits of service ________,the founders added more Blue Men.

Service providers typically develop very similar marketing programs for personal and business markets.

With continuously provided services,such as public utilities or health care,customers have been observed to mentally calculate their payment equity-the perceived fairness of the level of economic benefits derived from service usage in relationship to the level of economic costs.

Better-trained personnel exhibit several characteristics such as ________,which means they respond quickly to customers' requests and problems.

Developing brand strategies for a service requires special attention to choosing brand elements,establishing image dimensions,and ________.

Sometimes companies achieve differentiation through the sheer range of its service offerings and the success of its ________ efforts.

Some services require that the client be present to conduct the service.An example of such a service is a ________.

When restaurants and theme parks add summer workers,they are attempting to manage supply and demand for their services by ________.

Excellent service companies know that positive employee attitudes will promote stronger customer loyalty.

Service companies can try to demonstrate their service quality through physical evidence and ________.

Manufacturers of equipment must provide product-support services.Product-support services are becoming a major battleground for competitive advantages.Firms that provide high-quality service outperform their less-service-orientated competitors.In service support programs,customers generally have three specific worries.List these three worries and briefly explain each.

Interactive marketing describes the employees' skill in serving the client.After your recent stay in the hospital,the hospital calls and asks you a series of questions about your stay.Here the hospital is trying to collect data about the two aspects of the service that clients use to judge a service.What are they?

Various studies have found that well-managed service companies share no common service characteristics.

Inseparability in the context of a service means that the service provider and the service customer/consumer cannot be separated because one effects another.

Gloria always goes to the same bagel shop in the morning because the workers there remember her name and know her order.They always make her feel welcome.The employees of this bagel shop excel at which of the following determinants of service quality?