Question 1

The three levels of differentiation for a service company include reliability,resilience,and cost.

Accepted Answer

A) True 
 B)False

Question 2

You have been asked by your firm to evaluate the "service" of one of its competitors (a restaurant).As you understand service,services differ according to form and purpose.Explain how you classify services.

Accepted Answer

Services vary as to whether they are equ

Question 3

E-mail response systems to address customer complaints must be implemented properly to be effective.List the four things companies should do to maximize the efficacy of their e-mail response systems.

Accepted Answer

In order to maximize the efficacy of its

Question 4

The brown trucks of UPS are a strong moniker for the firm.Explain why such physical facilities are especially important.

Accepted Answer

The intangibility of services has implic

Question 5

Clients judge the service outcome not only by its ________ but also by its functional quality.

Accepted Answer

A) length of time 
B) price 
C) attributes 
D) completeness 
E) technical quality 
A) length of time 
B) price 
C) attributes 
D) completeness 
E) technical quality

Question 6

Better-trained personnel exhibit several characteristics such as ________,which means they perform the service consistently and accurately.

Accepted Answer

A) reliability 
B) courtesy 
C) credibility 
D) competence 
E) responsiveness 
A) reliability 
B) courtesy 
C) credibility 
D) competence 
E) responsiveness

Question 7

If we say that services cannot be seen before purchase,forcing customers to look for other clues to assess service quality,we mean that services are _________.

Accepted Answer

A) intangible 
B) inseparable 
C) perishable 
D) variable 
E) none of the above 
A) intangible 
B) inseparable 
C) perishable 
D) variable 
E) none of the above

Question 8

Services vary depending who provides them and when and where they are performed.Which of the following strategy would work for you to increase the quality control over your tax preparation services as you expand to other markets?

Accepted Answer

A) Invest in good training and hiring procedures. 
B) Standardize the service. 
C) Monitor customer satisfaction. 
D) All of the above 
E) None of the above 
A) Invest in good training and hiring procedures. 
B) Standardize the service. 
C) Monitor customer satisfaction. 
D) All of the above 
E) None of the above

Question 9

Services cannot be stored,so their perishability can become a problem when demand fluctuates.

Accepted Answer

A) True 
 B)False

Question 10

Employees thrive in customer-contact positions when they have an internal drive to _____.

Accepted Answer

A) pamper customers 
B) accurately read customer needs 
C) develop a personal relationship with customers 
D) deliver quality service to solve customers' problems 
E) all of the above 
A) pamper customers 
B) accurately read customer needs 
C) develop a personal relationship with customers 
D) deliver quality service to solve customers' problems 
E) all of the above

The three levels of differentiation for a service company include reliability,resilience,and cost.

You have been asked by your firm to evaluate the "service" of one of its competitors (a restaurant).As you understand service,services differ according to form and purpose.Explain how you classify services.

E-mail response systems to address customer complaints must be implemented properly to be effective.List the four things companies should do to maximize the efficacy of their e-mail response systems.

The brown trucks of UPS are a strong moniker for the firm.Explain why such physical facilities are especially important.

Clients judge the service outcome not only by its ________ but also by its functional quality.

Better-trained personnel exhibit several characteristics such as ________,which means they perform the service consistently and accurately.

If we say that services cannot be seen before purchase,forcing customers to look for other clues to assess service quality,we mean that services are _________.

Services vary depending who provides them and when and where they are performed.Which of the following strategy would work for you to increase the quality control over your tax preparation services as you expand to other markets?

Services cannot be stored,so their perishability can become a problem when demand fluctuates.

Employees thrive in customer-contact positions when they have an internal drive to _____.

Defining Marketing for the 21st Century

Developing Marketing Strategies and Plans

Gathering Information and Scanning the Environment

Conducting Marketing Research and Forecasting Demand

Creating Customer Value, satisfaction, and Loyalty

Analyzing Consumer Markets

Analyzing Business Markets

Identifying Market Segments and Targets

Creating Brand Equity

Crafting the Brand Positioning

Dealing With Competition

Setting Product Strategy

Developing Pricing Strategies and Programs

Designing and Managing Integrated Marketing

Managing Retailing, wholesaling, and Logistics

Designing and Managing Integrated Marketing Communications

Managing Mass Communications:

Managing Personal Communications:

Introducing New Market Offerings

Tapping Into Global Markets

Managing a Holistic Marketing Organization

Filters

Exam 13: Designing and Managing Services

The three levels of differentiation for a service company include reliability,resilience,and cost.

You have been asked by your firm to evaluate the "service" of one of its competitors (a restaurant).As you understand service,services differ according to form and purpose.Explain how you classify services.

E-mail response systems to address customer complaints must be implemented properly to be effective.List the four things companies should do to maximize the efficacy of their e-mail response systems.

The brown trucks of UPS are a strong moniker for the firm.Explain why such physical facilities are especially important.

Clients judge the service outcome not only by its ________ but also by its functional quality.

Better-trained personnel exhibit several characteristics such as ________,which means they perform the service consistently and accurately.

If we say that services cannot be seen before purchase,forcing customers to look for other clues to assess service quality,we mean that services are _________.

Services vary depending who provides them and when and where they are performed.Which of the following strategy would work for you to increase the quality control over your tax preparation services as you expand to other markets?

Services cannot be stored,so their perishability can become a problem when demand fluctuates.

Employees thrive in customer-contact positions when they have an internal drive to _____.

Defining Marketing for the 21st Century

Developing Marketing Strategies and Plans

Gathering Information and Scanning the Environment

Conducting Marketing Research and Forecasting Demand

Creating Customer Value, satisfaction, and Loyalty

Analyzing Consumer Markets

Analyzing Business Markets

Identifying Market Segments and Targets

Creating Brand Equity

Crafting the Brand Positioning

Dealing With Competition

Setting Product Strategy

Developing Pricing Strategies and Programs

Designing and Managing Integrated Marketing

Managing Retailing, wholesaling, and Logistics

Designing and Managing Integrated Marketing Communications

Managing Mass Communications:

Managing Personal Communications:

Introducing New Market Offerings

Tapping Into Global Markets

Managing a Holistic Marketing Organization

Filters